Technical & Business Operations Analyst - Service Desk Analyst - Mississauga, Canada - Motion Recruitment

Description

The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit.

The role involves understanding procedures, prioritization of incidents, channeling to the appropriate team, validation and verification of artifacts (reports, logs, and so on), and effective operation of the software system.

• Perform ticket analysis, service interruption analysis, follow up with relevant teams for resolution.
• Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
• Effectively use the existing knowledge base and documentation for quick win and first level resolution.
• Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
• Ensure timely resolution or escalation within the agreed SLA.
• Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Follow standard operating procedure and update checklists for quality assurance and progress tracking.
• Ensure seamless handover between shifts.
• Monitor and publish the SLA achievement by keeping track of all KPIs.
• Ensure crystal clear communication and documentation as point of contact.
• Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on).

• Perform basic software system operations.

• Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.

• Technical/infra experience (3-5 years)
• Production outage-management experience (3-5 years)
• Excellent communication skills
• Multitasking abilities
• Ability to Work under pressure