2nd level Support

Analyst (U1) Second Level Support (2LS) - Deloitte Support Services India Private Limited

To help us enhance the 2nd Level Support capability within Deloitte ITS, we are looking for a Support Analyst with experience in delivering 2nd Level Support for infrastructure products. The successful candidate will use ServiceNow extensively to work on the incident/request to provide effective solution and thus enhancing customer experience.

The 2nd level support (2LS) sits between the ITSD (1LS) and SME teams (3LS). The function reduces the time our SME teams spend on BAU activities, improves customer satisfaction and ticket resolution time as well as identifying opportunities to drive call resolution down the full stack support model. The team’s scope has expanded to incorporate reporting and analytics within ServiceNow.

Work you’ll do

• Help support the increased demand for the second level support into the organization.
• Complete deep dive data analysis of incident and problem data to support the enhancement of support functions.
• Identify and implement quick win enhancements to support process, tools, governance, and reporting based on data analysis and observation.
• Contribute to the strategic solution for full stack support, where full stack support is the provisioning of support via Self Service, Service Desk, Second, third and fourth level support.
• Engage with key stakeholders, build new relationships, and improve existing ones.

Responsibilities

• BAU Infrastructure Support
• Incident and Problem Data Analysis
• Problem Solving and Solution Finding
• Support improvement, implementation, and support
• Effectively work in diverse teams within an inclusive team culture where people are recognized for their contribution
• Work with key stakeholders to improve delivery of end user experience, and shift left processes where possible
• Embrace a positive change mindset, looking for solutions rather than just presenting problems

Location: Hyderabad

Work shift Timings (IST): 1:00 PM to 10:00 PM / 2:00 PM to 11:00 PM (7:30 AM to 5:00 PM UK Time)

Qualifications

• Bachelor of Engineering / Bachelor of Technology / Graduate
• 3+ years’ experience in a similar role and Enterprise organization

Essential

• Queue and request management
• Good communication to perform BAU work
• Ability to investigate complex issues and comprehend and apply the found solutions at work
• Knowledge Base management
• Understands potential risks and guidelines
• Efficient in using Office suite
• Experience on product-based support
• Working knowledge of ServiceNow
• Understanding of the CSI process
• Good understanding of incident priority matrix and best practices

Desirable

• ITIL V3/V4 certification
• Knowledge of Service-Now dashboards and reporting
• Hands-on experience on Active Directory, Microsoft Identity Manager
• Experience in data visualization, Office365 Apps