Systems Administration Analyst

Year Bengaluru, Karnataka, India

Apply Now

Provide professional Tier 1 service desk support through Phone, Email & Chat.
Triage customer requests and inquiries and collaborate with product owners, platform team members and operations colleagues on solutions.
Understand, notate and categorize ticket information and user feedback, ensuring that all support requests include necessary data to support data analyses. Share data with platform and business colleagues regularly.
Communicate to the customer on received feedback and issue resolution updates and status.
Provide users with timely access to the platform and communicate to customers while supporting the onboarding process for the platform.
Define, document and refine administrative and coordination processes to streamline ways of working and to support ongoing efforts to automate the customer experience.
Utilize and contribute to Knowledgebase articles to accelerate resolution processes.
Understand and seek to achieve KPIs such as First Call Resolution.
Provide guidance and direction to junior members of the support team.
Manage and maintain administrative work tools including ServiceNow, Qualtrics, Azure DevOps, Smartsheet, Outlook and Excel.
Ensure adherence to pertinent regulatory requirements and to departmental policies and procedures as required.
Should be flexible for 24x7, rotational shifts.
Perform all other related duties as assigned.

Beware of fraud agents! do not pay money to get a job

MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.