Support Analyst


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    Location: Bengaluru

    Mode of Hire: Permanent

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    Qualifications:

    Bachelor degree in Science or Information Technology preferred.

    Job Requirements:

    • 1-year relevant experience in ITIL process (recommended).
    • Must have knowledge about travel industry.
    • Ability to handle sensitive matters with discretion and maintain confidentiality.
    • Ability to effectively host calls with customer.
    • Ability to handle multiple competing priorities, while maintaining attention to detail.
    • Knowledge of Microsoft Office (Excel, PowerPoint, Word).
    • Flexible with shifts/work days.

    Job Responsibilities:

    • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
    • Assign unresolved Incidents to the appropriate Tier 2 Support Group.
    • Log all Incident/Service Request details, allocating categorisation and prioritisation codes.
    • Keep users informed about their Incidents’ status at agreed intervals.
    • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
    • Provide first-line investigation and diagnosis of all Incidents and Service Requests.
    • Verify resolution with users and resolve Incidents in the ITSM tool.
    • Escalate Major Incidents to the Incident and/or Problem Manager.
    • Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
    • Owns all Incidents and Service Requests throughout the lifecycle.
    • Manage Incident Response efforts to assess the criticality of an incident, appropriate mitigation activities, communication across the organization, and ensure proper documentation is produced outlining the details of the incident.
    • Serve as the focal point for larger information security incidents, including providing awareness.
    • Ensure that incident management is consistent across all parts of the business.
    • Proactively participate in the continuous review of event handling in order to highlight tooling or process control gaps.
    • Compile and validate statistical data for management reporting.
    • Adhere to SLAs.

    Job Related Knowledge & Skills:

    • Strong verbal and written communications skills.
    • Team player with excellent interpersonal skills.