Technical & Business Operations Analyst

Job Description

Job ID:95998 Required Travel :Minimal Managerial - NoWho are we If you re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on Snapchat or send your images on Instagram, you get great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.In one sentenceThe role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.What will your job look like You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution. You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues. You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution. You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude. You will update checklists for quality assurance and progress tracking, following standard operating procedures. You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs. You will ensure crystal clear communication and documentation as a point of contact. You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected. You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups. You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. Why you will love this job:You will get to show off your fine-tuned skills for resolving issues and helping the end-user. You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field.All you need is.

• Must have minimum 1.5 to 5 years of technical support experience
• Knowledge to remote support tools like Windows Messenger, RDP, Etc.
• Good knowledge of PC hardware, Software Installation, Windows operating systems, Networking basics, Active Directory basics, Browsers & Outlook troubleshooting, VPN, Active Sync etc.
• Provide telephonic support to End users for IT Service Desk support
• PC support, laptop/Desktop support, basic understanding of networks and VPN/LAN/Wifi related issues, good knowledge of MS suite of products like Office 365, MS Office, Outlook etc.
• Good knowledge of PC hardware, Windows 10/7 operating system
• Knowledge to remote support tools like Windows Messenger, RDP & CRM tools
• The ability to effectively troubleshoot/diagnose an issue and follow it to resolution
• Follow all procedures laid out for the Service Desk on a day-to-day basis
• Use the Service Desk knowledgebase to resolve technical issues & escalate issues to relevant teams at the 2nd level when required
• Work in night shifts to support to End customers.
• Attend technical & process training sessions as planned by the GL
• Excellent communication skills especially in servicing international customers, Fluency in English.
• Ability to Work in rotational shifts to provide 24x7 support to Amdocs customers

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce ,

Keyskills :
business operationssalesreportingmisqualityit service deskinternet of thingsbig datapc hardwareservice deskremote supportknowledge basesupport systemsactive directoryresolving issuesqueue management