Global Service Desk provides 24X7 first line support for any IT related issues for all Marvell users. As IT Ops Analyst you will be part of a dedicated Follow up team aimed to provide support on clearing backlogs and increasing CSAT for the team.
Follow up on all open tickets with users to capture missing information, understating the urgency and impact of the issue and prioritizing the ticket rightly.
Follow up with all Level 2 and Level 3 Teams on their pending tickets and chase them to closure.
Connect with Level 2 and Level 3 teams to identify the missing information and get that from users.
Follow up with users on resolution confirmation.
Perform basic troubleshooting to resolve users issues.
Guide users with Marvell IT policies and procedures and educate users on how to raise requests from catalog tasks.
Drive CSAT for the team and make sure users are always happy with the resolution provided or educate user on the limitation with IT to avoid escalations and DSATs.
Monitor and track backlogs to ensure resolution within the customer Service Level Agreement.
Outage Management support Support incident manager to coordinate with Level 2 and Level 3 teams attend the Bridge call and follow up with users on priority based on requirement.
Should have knowledge of Windows Desktop OS, Active Directory, Exchange, O365, Laptop troubleshooting and Unix/Linux OS troubleshooting.
Familiarity with ServiceNow tool
Good Understanding of ITSM process.
Excellence in Customer Service and Problem solving.
Good communication Skill.
Prioritize customer satisfaction by actively listening to their needs, empathizing with their issues, and providing timely and effective solutions.
Create and maintain a knowledge base with solutions to common issues provided by Level 2 and Level 3 teams.
Promote self-service options for users to find answers independently.
Good team player and able to work independently.
Predominantly Outbound Voice/Chat support.
Rotational Night Shifts.
Rotational Week offs based on business requirements.
Rotational On-Call during weekends.
Job Types: Full-time, Permanent
Benefits:
Health insurance Paid time off
* Work from home
Shift:
Work Days:
Experience:
- total work: 2 years (Preferred)
Work Location: In person
