Lead Consultant - IT OPS Sr Analyst AP

genpact; Hyderabad City Taluka; On-site; PKR 2,750,000 - 3,500,000; Full time

Job summary

A leading consulting firm in Pakistan is seeking a Lead Consultant - IT OPS Sr Analyst AP to manage incident resolution and provide excellent customer support. The role involves troubleshooting software and hardware issues, preparing reports, and maintaining service levels. Candidates should have service desk experience and be familiar with the ITIL framework. This position offers the opportunity to work in a dynamic IT environment.

Qualifications

• Experience in service desk PC software and hardware support.
• Familiarity with ITIL framework.

Responsibilities

• Manage incident registrations, routing, tracking, and closure.
• Troubleshoot operating systems and applications.
• Prepare daily reports and update ticketing management software.
• Maintain service level agreements on all tickets.

Skills

Incident Management

Troubleshooting

Customer Support

Knowledge Management

Communication

Job description

Lead Consultant - IT OPS Sr Analyst AP

Ready build the future with AI? In this role, you will manage incidents by registering, routing, tracking, and closing them in the ticketing system. You will troubleshoot operating systems, applications, and devices, handle service requests, prepare reports, maintain procedures, and ensure excellent customer rapport while adhering to service level agreements.

Responsibilities

• Incident Management – Including registration, routing, tracking and closure of incidents in the ticketing system.
• Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:
• MS Operating Systems
• Productivity Suites – MS Office (earlier as well as later versions)
• All commonly available "Off the Shelf" applications.
• Handle tickets related to IE, Network, VPN and related issues.
• Basic troubleshooting of PCs, printers, scanners and fax machines.
• Troubleshoot incidents on mobile devices like Android and iPhone.
• Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.
• Windows Live meetings
• Facilitate Service Requests such as IMACs and dispatch appropriate resolver group within the organization or a third-party vendor pursuant the Standard Operating Procedures for resolution.
• Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
• Interact with all the appropriate departments within IT in order identify problems and/or restore the service.
• Document and maintain IT Service Desk related Standard Operating Procedures.
• Maintain the appropriate service level agreement (SLA) on all tickets.
• Accurately classify and document incidents and service requests.
• Monitor and address tickets coming through the self-service portal.
• Establish and maintain excellent rapport with external customers.
• Identify and learn appropriate software/hardware used by the organization.
• Provide end-to-end user support by following up with end users to confirm ticket resolution/closure.

Minimum Qualifications

• Service Desk experience in PC software and hardware support in a corporate environment.
• Familiar with ITIL framework.