Service Delivery Analyst

Key Accountabilities

1. Respond quickly to all queries and incidents to clients across the globe

2. Manage incidents, via email, chat or calls

3. Working with support functions and third-party service providers (vendors) for the resolution of

the incidents

4. Documentation, recording and updating incident details in ITSM tool

5. Support and Classification, making an initial assessment into the nature of the incident,

assessing the severity, impact and risk.

6. Allocation of unresolved Incidents to appropriate support groups

7. Monitoring & Tracking, reviewing the progress of an incident and keeping the user informed

8. Manage request / incident assigned by Leads

9. Monitor infrastructure (Network, Firewalls, Applications, Services) and report them to

appropriate teamsRole & responsibilities .

Skills & Experience required

1. Any Graduate fresher with Technical bent of mind

2. Experience with up to 2 years of exp in Contact Centre environment

3. Excellent communication skills (reading/writing/speaking) English

4. Ability to multi-task and prioritize workload

5. Ability to adapt to continuously changing procedures and environment

6. Customer focused & understands the business criticality

7. Understanding of Microsoft Windows, MS Office & other related products

8. Working knowledge of Intranet and Internet applications beneficial

9. Basic understanding of IT Service Desk

10. Knowledge of Active Directory, User ID creation, Network troubleshooting is beneficial

11. Knowledge of Laptop/system configuration, Operation system installation, mapping devices like

printer, wireless access point is beneficial.

KPIs

1. Average Handling Time

2. Customer Satisfaction Survey

3. Adherence of quality parameters for call, chat and email

4. First level resolution

5. SLA for Incidents and Service Request