TransUnion Looking for Analyst , IT support at Chennai, Tamil Nadu

TransUnion; Chennai; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A global information solutions company is seeking an Analyst for IT Support in Chennai, India. The role involves managing incidents and work orders, providing first and second level technical support, and ensuring customer satisfaction. Candidates should have strong customer service skills and the ability to work in a fast-paced environment, adhering to ITIL practices.

Qualifications

• Proven experience in delivering exceptional customer service.
• Ability to handle incidents and work orders efficiently.
• Strong communication skills in addressing customer issues.

Responsibilities

• Manage incidents and work orders as per defined guidelines.
• Provide exceptional customer service throughout the engagement.
• Ensure adherence to quality processes and customer communication etiquette.

Skills

Customer service

Incident management

Technical support

ITIL knowledge

Job description

TransUnion’s Job Applicant Privacy Notice

What We’ll Bring:

• Responsible for in-scope Work Order Management, Incident Management (First level resolution and triaging) as per the defined guidelines and instructions in the KBs.
• Responsible for handling Incoming and Outbound Calls.
• Follow and comply with defined ITIL, Health Check, Floor Management processes.
• Provide regular and meaningful updates and communications to customers, users, and Team Lead/Management.
• Work in a 24*7 environment, including Saturdays, Sundays, and Festivals.

What You’ll Bring:

• Adhere to processes as per the defined SLAs or KPIs, including:
• Categorization, responding, and closure.
• Work Order Handling.
• Incident categorization, initial triage, escalation, and resolution within scope as per the KAs.
• Provide exceptional customer service to internal and external customers by being courteous, polite, and friendly. Acknowledge and address customer issues immediately to determine support needs and resolution paths.
• Search Knowledge Base articles and SOPs for resolutions or escalating requests to higher support levels. Participate actively in departmental programs promoting customer service.
• Provide first and second level technical support, responding via support channels like email, phone, and ITSM ticketing system. Own the customer experience throughout support engagement.

• Delivery Assurance: Adhere to support and quality processes as per floor management guidelines.
• Delivery Excellence: Focus on quality deliverables and customer satisfaction.

Impact You’ll Make:

• Perform activities based on guidelines in KAs with understanding of business impact.
• Adhere to security and compliance requirements.
• Follow customer communication etiquette and ensure customer satisfaction.
• Meet stated productivity requirements for the engagement.

TransUnion Job Title

Analyst, IT Support