Systems Analyst - Desktop Support

  • 81 - 82, EPIP Area, Whitefield, Bengaluru, India
  • Full-time
  • Function/Stream: Service
  • Technology CF Job Family: Service Desk & Operations
  • Group Function: Tesco Technology

Company Description

Tesco Bengaluru: We are a multi-disciplinary team creating a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility, providing cutting-edge technological solutions and empowering our colleagues to do ever more for our customers. With cross-functional expertise in Global Business Services and Retail Technology & Engineering, a wide network of teams and strong governance we reduce complexity thereby offering high quality services for our customers. Tesco Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 4,40,000 colleagues.

Job Description

Summary: Systems Analysts provide first level of technology support to our colleagues across the organisation. You use technology tools to record diagnose and resolve the issues or transfer to support teams for further investigation/resolution. You address issues holistically and prioritise them according to the business impact. You exhibit excellent interpersonal skills to ensure customer satisfaction.

Job Responsibilities:

  • Act as first point of contact for any desktop/access related technology issues reported via Service Desk (Service Desk role only)
  • Able to accurately capture all information required for investigation and diagnose technology issues
  • Prioritize issues based on impact and urgency transfer or escalate where required
  • Highlight wide impact issues and coordinate with relevant teams to facilitate resolution within SLA
  • Collaborate with colleagues peers senior systems analysts and managers to resolve/escalate incidents/problems
  • Identify similarities patterns of repetitive tickets and flag it to Senior Systems Analyst to get a solution/workaround
  • Customer focused demonstrates empathy even when under pressure with clear and concise communications
  • Keep up to date with technology and use this knowledge to improve resolution times
  • Self-motivated team player & adaptable to new technology
  • Possesses knowledge of relevant SLAs and their implications for support
  • Identify recommend process improvements where relevant
  • Seek to pass on knowledge to others and manage time efficiently

Qualifications

Working Knowledge (must have):

  • 5+ years of experience in desktop support
  • Experience in handling level-1 calls for IT Service Desk environment
  • Experience in troubleshooting windows desktop issues
  • ITIL processes (Incident Management)
  • Willing to work in a 24x7 shift environment.
  • Excellent communication Skills
  • Microsoft Windows and Office Troubleshooting
  • Network Troubleshooting
  • Ticketing systems & SLA
  • Windows Desktop Support
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