Position Summary
This opportunity allows you to bring your experience in support to enhance the capability of Infrastructure Technology Services with a specific focus on macOS devices.
In order 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 and also contributed to introducing or enhance a 2nd Level Support function into an organisation. The successful candidate will use ServiceNow extensively to interrogate and report on the incident data to help define the function and to monitor its effectiveness.
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 teams scope has expanded to incorporate reporting and analytics within ServiceNow. 2LS also act as content owners for the data collected within the Nexthink product with the aim of reversing support from reactive into proactive thereby improving end user experience.
Work you’ll do
- Help support the increased demand for the second level support into the organisation.
- 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
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 organisation.
Essential
- Queue and request management
- Basic knowledge of macOS and Unix-based Oss
- Experience on Knowledge Base management
- Work-flow optimization, volume management
- Experience on work optimization and delegation
- MS office suite efficiency
- Service Design - Plan for ad-hoc support
- Thorough understanding of IT Infrastructure areas and platforms (Exchange, Teams, Zoom, SharePoint, SQL Services, Security Ops, End User Techologies (EUT))
- Provide L2 & L3 troubleshooting / resolution for SME teams
- ITIL Foundation v3/v4
- Experience on product-based support
- Hands-on experience on Active Directory, Microsoft Identity Manager
- Extensive experience in a BAU support function.
- Extensive knowledge of ServiceNow in ticket management and data extracts/dashboard presentation.
- Understanding of the CSI process.
- Full understanding of the full stack of support levels.
Desirable
- Analysis of support team queues to provide best practice guidance
- Ownership of issues to improve customer experience, providing a single point of coordination on behalf of 3LS and the business
- Identifying and supporting the automation of manual Monotonous processes
- Experience in data visualization, Office365, Macs
