[ZH880] | Support Analyst

[ZH880] | Support Analyst

22 Mar
|
Oceaneering International Services Limited
|
Chandigarh

22 Mar

Oceaneering International Services Limited

Chandigarh

JOB DESCRIPTION



Position Summary



The purpose of this role is to take lead on issues which are different from normal and need support from an experienced professional or subject matter expert. A lead in GSC is expected to simplify complex issues to enable better understanding for the team members, and supports in root cause analysis.



Duties & Responsibilities



Functions





ESSENTIAL



- Support the team as subject matter expert for support operations

- Stand in as shift supervisor in hisher absence

- Responsible for providing expert level technical support to users with customer centric approach

- Responsible for documentation,

tracking monitoring of issuesrequests to ensure timely resolution

- Responds to telephone calls, emails and personnel requests for technical and functional support

- Assist shift supervisors in evaluation and grading of timesheet for each support analyst and submit a daily report to manager

- Provide weekly report to support analysts for cases where the standard procedure was not followed and marked therefore as a missed opportunity

- Ensuring availability of gsc helpline number by monitoring peak call volume and traffic analysis

- Responsible for first call resolution for issues under prescibed scope of support

- Assist in data mining of tickets for identifying repetetive issues and their frequency

- Responsible for meeting ticket handling sla (from opening to closure)

- Assist other oceaneering offices in india other locations for it support

- NON - ESSENTIAL



- Supports new projects for upgrading IT systems to improve user experience

- Should be open to travel as per business needs

- Participates in meetings during absence of Supervisor

- Supervisory Responsibilities



- This position has NO supervisory responsibilities

- Reporting Relationship



- Reports to Manager I in IT service center

- Works closely with Support Analysts Supervisor

- Qualifications



REQUIRED



- Bachelor s degree, preferably in computer science, or equivalent education and experience

- Total work experience of 5 years with at least 3 years of IT support experience andor call center experience

- Fluent in English with excellent communication skills

- Able to work independently, willing to work in rotational shifts.



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The original job offer can be found in Kit Job:
https://www.kitjob.in/job/16613125/zh880-support-analyst-chandigarh/?utm_source=html

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