IT Service Delivery Expert

2 months ago

Greensboro, United States Tata Consultancy Services Full time
Job Description

We are seeking a highly skilled and experienced professional to join our team at Tata Consultancy Services as a Business Analyst. In this role, you will be responsible for providing technical assistance and support to end users, resolving problems related to computer hardware and software, and analyzing and resolving end user inquiries.

Key Responsibilities:
  • Technical Support: Provide technical assistance and support to end users, resolving problems related to computer hardware and software.
  • Problem Resolution: Analyze and resolve end user inquiries, ensuring timely and accurate resolution.
  • Inventory Management: Perform inventory management activities as required, in coordination with asset management and other Corporate groups.
  • Knowledge Management: Maintain and contribute to a knowledge base, ensuring accurate and timely records of work performed and resolution details.
  • Escalation: Escalate issues to 3rd party vendors when necessary, ensuring prompt resolution.
  • Problem Management: Responsible for raising and coordinating problem management issues, ensuring timely and effective resolution.
  • SLA and KPI Management: Strong understanding and skills in SLA and KPI management, ensuring adherence to company standards.

Requirements:

  • Technical Skills: Strong understanding of computer hardware and software, including ServiceNow as the ticketing tool.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to work effectively with end users and other stakeholders.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
  • Time Management: Ability to manage time effectively, prioritizing tasks and meeting deadlines.

Working Conditions:

  • Travel: Ability to travel to different sites as necessary or required by the customer.
  • Physical Demands: Physically fit to walk through large areas.
  • Work Schedule: Ability to work after hours and weekends if necessary or required by the customer.

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