Tech Operations Analyst
3 months ago
Key Responsibilities
Act as a single point of contact for phone calls, chats and emails from staff regarding IT Issues and queries Answering and responding to all phone calls in a friendly effective manner (working towards SLA) Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets Incident management and service request fulfillment Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA Resolve escalated calls from the business Resolve 90% of first-time fix incidents Monitoring of IT Service Desk unassigned Service Now queues and IT Service Desk mailboxes. Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune. Resolving users’ issues or escalating to support teams where necessary Extensive experience with ServiceNow and should have good knowledge of Incidents, Requests, Dashboards and Reporting with basic understanding of Problem & Change. Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement. To participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday Promote teamwork and knowledge sharing Create, maintain and review knowledge articles shared with all IT support teams. Previous IT experience working on an ITIL aligned Service Desk Proven customer service experience with excellent written and verbal communication skills Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time
Required Qualifications
Preferred Qualifications
Ability to:
About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-Time
Full timeTimings
(2:00p-10:30p)India Business Unit
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