Technical Analyst - GBS IND at Bank of America

Job Description

The Incident Controller role requires the person work look after all the abandon incidents that are not owned by any ITSM group. This is also involves regular interaction and liaising between various technical groups and also communicating with the end users about the incident within the SLA.

Responsibilities

• Assisting L1 Support analysts with the incident assignment to L2 support groups
• Provide information to customer/end-user regarding the status of their incidents
• Service Desk team interface with the L2 team.
• Voice of the customer to track their incidents while alleviating the Service Desk team time spent to chase, so they can continue handling incoming incidents
• Coordinates/Manages incident resolution with various workgroups
• Communicates with the customer/end-user to gain agreement that the incident has been resolved and can be closed
• Responds to alerts generated by Incidents which have breached Service\Operational Level agreements
• Monitor queues with the largest end user call backs
• Proactively report and communicate with groups in reference to their aged incidents
• Determine routing of issues sent back to the queue from various groups
• Route and escalate incidents with level 2/3 or vendors
• Assist with getting issues back from vendors to internal support groups when needed
• Functions as a catch all for the Service Desk when unsure of where to route an issue
• Handle all incident escalation requests made by a user
• Manage escalations generated via, Incident, email, supervisors, and chats
• Obtain ETA and next steps from level 2/3 or vendor and provide back to client

Requirements

• Education - Any University Degree
• Certifications If Any - ITIL V3 Foundation (Preferred)
• Experience Range - 6 Months - 1.5 years of experience in desktop and laptop technical trouble shooting

Foundational skills

• Windows 7 basics, desktop and laptop technical troubleshooting
• Good customer service skills with excellent communication Skills
• Experience in voice based process or chat support or Email Support
• Ability to coordinate and execute multiple tasks within a fast paced environment
• Strong organizational and time management skills required

Desired skills

• Preferably Microsoft Certified Professional and ITIL
• Advanced Excel

Work Timings

• 06:30 AM– 3:30 PM
• 5:30 PM– 02:30 AM
• 7:30 PM– 04:30 AM

Job Location – Mumbai/Gandhinagar