Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes:

1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes

Measures of Outcomes:

1)     SLA Adherence2)     Compliance towards runbook based troubleshooting process3)     Time bound elevations and routing of tickets – OLA Adherence4)     Schedule Adherence in managing ticket backlogs5)     # of NCs in internal/external audits6)     Number of KB changes suggested7)     Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements

Outputs Expected:

Monitoring:

Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Adhere to ITIL best practices

Runbook Reference:

Follow runbook for troubleshooting
record troubleshooting steps and provide inputs for runbook changes. Use KB/SOP to resolve tickets
update KB/SOP with new findings

Tickets Backlog:

Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process

Collaboration:

Collaborate with different towers of delivery for ticket resolution (within SLA)
document learnings for self-reference. Actively participate in team/organization-wide initiatives. Collaborate with other team members for timely resolution of tickets. Assist new team members to understand the customer environment.

Process Adherence:

Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization’ s policies and business conduct.

Training:

On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one-on-one mentorship for new joiners.

Performance Management:

Update FAST Goals in NorthStar
track
report and seek continues feedback from peers and manager.

Skill Examples:

     Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.      Analytical ability to understand a larger picture of customer issues.      Ability to follow SOP documents and escalate the s with in the SLA defined.      Networking: a.     Basic Network commands for troubleshooting Desktop/Laptop connectivity issues      Server:a.     Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb.     Support tasks like OS installation and basic user level commands and local user/group managementc.      Software installation and Basic patch installation      Storage & Backup:a.     Ability to monitor any Enterprise Storage and backup Solutionsb.     Skilled in Storage and backup Monitoringc.      Skilled in ticketing tools      Database:a.     Create or modify queries in order to suit business requirementsb.     Data modelling skills; distinguish between OLTP and Data warehouse applicationsc.      Storage hardware storage management techniques software used for managing the storaged.     Tweak tables making them use less space as possible      End User Computing:a.     Confident in handling end user calls/Ticketing toolsb.     AD managementc.      Antivirus Management Strong troubleshooting skills

Knowledge Examples:

1)     ITIL Framework

2)     Monitoring knowledge with various infrastructure tools 3)     Fair understanding of customer infrastructure ability to co-relate failures4)     Networking:a.     Understanding of IP addressingb.     Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc.      Should have basic knowledge in High CPU High Bandwidth usage reasonsd.     Basics in Port-Channels and ether channelse.     Basic understanding of ticketing tools such as Service-now OR Remedy5)     Server:a.     Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b.     File system (FAT NTFS etc) and partitioning knowledgec.      Basic understanding of system processes/services and user process6)     Storage & Backup:a.     Good Knowledge in Storage and Backup technologyb.     Strong Knowledge in Backup and Recovery Operationsc.      Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7)     Monitoring:a.     Good understanding of Networking conceptsb.     Basic knowledge of infrastructure componentsc.      Knowledge in handling and monitoringd.     Familiar with Linux and Windows commands8)     Database:a.     Very fluent in Structured query languageb.     Knowledge of database background processesc.      Knowledge of 3-Tier client server architectures and Web services9)     End User Computing:a.     Knowledge on Office 365b.     Basic Network knowledge10)  Quality Analysis:a.     Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.s

Additional Comments:

Service Desk Analyst What you’ll do • Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology. • Capture and share the right information about customers’ problems in ServiceNow • Work together and share insights with others in the team, especially at shift changes • Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems • Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving. • Prioritise and sort out your customers IT issues according to our service level agreement • Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk • Keep up to date with changing security requirements • Uphold our standards, processes and policies The knowledge, experience and qualifications you need • Any experience in excellent customer service no matter what industry • Experience in handling calls to support customers and resolve issues with stipulated time • Good with Microsoft-based operating systems, especially Windows 10 • Experience in handling AD account lockouts, Password resets, basic software installation requests etc., • Experience in using ServiceNow ITSM tool for logging tickets • Knowledge, experience or a qualification in the ITIL Framework • Experience of processes to keep improving service The knowledge, experience and qualifications that will help • Experience as a service desk analyst • Experience of understanding customers, managing incidents and meeting business expectations • Certification as a Microsoft Certified Professional (MCP) or equivalent • A degree-level qualification in a computing or technical discipline