Service Desk Analyst

About the Company

We are “New IT Venture Corp Limited”, one of the renowned Japan-based software development company located at Bansbari, Kathmandu. Our aim is to help businesses realize their vision and achieve their goal of harnessing trendsetting web and mobile technologies. We have been offering a complete range of web & mobile application services, including initial prototyping, design, Android / iOS mobile development, as well as application back-end and web infrastructure since 2004 A.D.  We have been developing a cutting edge software application from the ground up as well as adding a layer in an existing system such as: – giving a facelift to their existing app, adding monetization capabilities, multiple platforms for their existing application, data visualization and analysis, and many more.

Job Description

Position Overview:

The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit. The role involves understanding procedures, prioritization of incidents, channeling to the appropriate team, validation and verification of artifacts (reports, bills, and so on), and effective operation of the software system.

Key responsibilities

1. Perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
2. Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
3. Run methods and procedures to provide resolution to known/recurring issues.
4. Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
5. Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
6. Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
7. Follow standard operating procedure and update checklists for quality assurance and progress tracking.
8. Ensure seamless handover between shifts.
9. Monitor and publish the SLA achievement by keeping track of all KPIs.
10. Ensure crystal clear communication and documentation as point of contact.
11. Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
12. Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.
13. Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.

Critical Experiences

1. Recent graduates and/or equivalent experience.
2. Experience with ticket-handling system is an advantage.
3. Documentation skills, excellent verbal and written communication skills.
4. Experience in using MS Office and end-user applications.
5. Technical experience in related field; preference for computer sciences.

Credentials

1. Bachelor’s degree or equivalent experience.
2. Preference for computer sciences, technical diploma (India), or technical degree.

Excellence Standards

• Results & Customer Value
• Professional Capabilities
• Teamwork & Collaboration
• Learning & Versatility
• Change & Agility
• Engagement & Positive Attitude

Role Competencies

• Analytical Thinking & Problem Solving – Expected Proficiency Level: 2
• Communication with Impact – Expected Proficiency Level: 2
• Focus on Quality – Expected Proficiency Level: 2
• Process Excellence – Expected Proficiency Level: 2
• Technological Excellence – Expected Proficiency Level: 2

Related Jobs

• Process Quality Analyst
• Revenue Assurance Analyst
• Scheduling Analyst
• Service Desk Analyst
• Shift Management Analyst
• Technical & Business Operations Analyst
• ITAM Support Analyst
• Workflow Management Analyst
• Associate Technical & Business Operations Analyst
• Data Center Analyst
• Fallout Management Analyst
• Programming SME
• Monitoring Analyst
• Process Audit Professional
• Technical Analyst
• Customer Support Engineer

Role Seniority

• Graduate
• Experienced
• Advanced

Managerial Eligibility & Type

Refers to whether the role entitles people management eligibilities such as Open positions, Salary revision & Annual Incentive Plan allocation and describes the typical type of managerial responsibility expected in this role (e.g Manager, Manager of Managers, Manager of Organization).

Managerial Eligibility: No

Managerial Role Type: Non Managerial

Career Moves and Role Seniority Specifications

• 4-5 years of relevant experience.
• Advanced – The seniority specifications include broader experience and higher proficiency level in the required role competencies and knowledge domains which translates into the ability to resolve complex and new issues (vs. simple and known issues handled by the experienced level).

Salary

• ¥650,000 to ¥850,000 Monthly