Workload Scheduling Analyst - Noida
- Ameriprise
- 2 - 4 years
- Noida, Gurugram
- 1 month ago
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Job Description
- 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
- Bachelor s degree in IT, Computer Science, Engineering or related field; or equivalent work experience.
- 2-4 years of experience in a Global IT Service Desk.
- Effective communication skills, both verbal and written with the ability to communicate with all levels within the organization.
- A technical background with a wide breadth of experience in IT infrastructure including desktop hardware, enterprise applications, storage, networks, and servers.
- Excellent communication skills practices delivery of ITIL process training sessions.
Preferred Qualifications
- Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be add-on.
- Good to have knowledge or experience in: Service now, Power BI
Ability to:
- Work at all levels of the organization, including executive presentations
- Quickly build strong relationships
- Approach a given problem in a consultative manner
- Work in a highly dynamic and unstructured environment
- Think strategically and translate to tactical actions for execution
- Quickly translate technology use to business value
Job Classification
Industry: Financial ServicesFunctional Area: Financial Services
Role Category: IT Infrastructure Services
Role: System Analyst
Employement Type: Full time
Contact Details:
Company: Ameriprise FinancialLocation(s): Noida, Gurugram
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Keyskills: VPN Financial planning Active directory Incident management Customer service Windows Asset management MS Office Technical support Monitoring
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Ameriprise
Ameriprise Financial has helped millions of clients feel confident about their financial futures for more than 125 years. Our network of approximately 10,000 financial advisorsdelivers personalized financial advice to help clients reach their goals..
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