ServiceNow Systems Analyst
Caesars Entertainment
ITSMServiceNow
Technical Operations Analyst, Windows Administration
Ameriprise Financial Services, LLC
full-time
Posted on:
Origin: • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
ITSMServiceNow
About the role
- Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries.
- Answer and respond to phone calls in a friendly effective manner, working towards SLA targets.
- Accurately record and prioritize incidents and service requests against SLAs and resolution targets.
- Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA.
- Resolve escalated calls from the business and aim to resolve 90% of first-time fix incidents.
- Monitor IT ServiceNow unassigned queues and IT Service Desk mailboxes.
- Provide 1st/2nd line support for Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune; escalate to support teams when necessary.
- Use ServiceNow for incident management, requests, dashboards and reporting; contribute to problem and change processes.
- Proactively participate in IT project work and drive continuous service improvement.
- Promote teamwork and knowledge sharing; create, maintain and review knowledge articles shared with all IT support teams.
- Ensure Service Desk performance targets are met or exceeded; assist with diagnosis and resolution of incidents and problems.
- Provide professional and timely communication to end users when calls exceed SLA or are resolved by other support groups.
Requirements
- 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.
- 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.
- Experience with ServiceNow (Incidents, Requests, Dashboards, Reporting) and basic understanding of Problem & Change.
- Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune.
- Ability to participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday and work timings (4:45p-1:15a) India.
- Excellent communication skills & practices delivery of ITIL process training sessions.
- Knowledge and working experience of Best Practice concept ITIL/ITSM (preferred; certification is add-on).
- Good to have knowledge or experience in ServiceNow and Power BI.
- Ability to work at all levels of the organization and quickly build strong relationships.
- Ability to work in a highly dynamic and unstructured environment, think strategically and translate to tactical actions.
