Systems Analysts provide first level of technology support to our colleagues across the organisation. You use technology tools to record, diagnose and resolve the issues or transfer to support teams for further investigation/resolution. You address issues holistically and prioritise them according to the business impact. You exhibit excellent interpersonal skills to ensure customer satisfaction.
You will be responsible for- Act as first point of contact for any desktop/access related technology issues reported via Service Desk (Service Desk role only)
- Act as first point of contact in 24/7 operations centre for responding to systems alerts generated via monitoring tools (Operations role only)
- Able to accurately capture all information required for investigation and diagnose technology issues
- Prioritise issues based on impact and urgency, transfer or escalate where required
- Highlight wide impact issues and coordinate with relevant teams to facilitate resolution within SLA
- Collaborate with colleagues, peers,
senior systems analysts and managers to resolve/escalate incidents/problems
- Identify similarities, patterns of repetitive tickets and flag it to Senior Systems Analyst to get a solution/workaround
- Work with colleagues to provide resolution in an effective, empathic and timely manner
- Customer focussed, demonstrates empathy, even when under pressure with clear and concise communications
- Keep up to date with technology and use this knowledge to improve resolution times
- Self-motivated, team player & adaptable to recent technology
- Possesses knowledge of relevant SLA’s and their implications for support
- Identify, recommend process improvements where relevant
- Seek to pass on knowledge to others and manage time efficiently
You will need
Working knowledge (must have):
ITIL processes (Incident Management)
Excellent communication Skills
Microsoft Windows and Office Troubleshooting
Network Troubleshooting
Ticketing systems & SLA
W
📌 Systems Analyst (Bengaluru)
🏢 Tesco India
📍 Bengaluru
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.