Summary Of The Position
The Operation Support L2 Analyst is accountable for all aspects of the efficient and effective support of customer requests and issues related to services and hardware for PMC's customers. The Operation Support L2 Analyst is responsible for ensuring that customer issues and requests are resolved and fulfilled effectively and efficiently, including handling escalations from the L1 team.
Key Accountabilities
- Interact with global customers through phone, email, ITSM tool and any other mode of communication that we may adopt from time to time.
- Remain updated with support changes and updates, adhering to company policies and the incident management process.
- Utilize technical understanding to question and clarify incidents raised by clients before agreeing on incident assignment (incident triage).
- Take day-to-day responsibility for assigning incidents through the client's or PMC's incident management system.
- Understand and execute agreed processes for implementing fixes and changes.
- Comprehend the impact of incidents on the client and respond appropriately, exhibiting the right sense of urgency.
- Provide regular communication to clients and internal teams on assigned activities and incidents, ensuring all interested parties are clear on the current status. Highlight any issues that might impact delivery within the defined timescales to the Team Lead/Service Desk Manager.
- Understand and apply the incident escalation structure.
- Follow up with clients to close incidents, obtaining confirmation from clients that the incident can be closed.
- Escalate to the Team Lead/Service Desk Manager when there are resource conflicts or when SLAs are at risk of not being met.
- Take responsibility for maintaining required knowledge levels.
- Regularly review logged incidents, highlighting trends and recurring issues to the Problem team.
Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the business needs.
Skills and Experience | Essential
- Understanding of the ITIL Framework (certification not required).
- Exposure to client interaction.
- Proficiency in English, both verbal and written.
- Working experience of operating systems (Windows) and networking concepts is essential.
- Working knowledge and experience in Windows troubleshooting and SQL are required.
- Ability to diagnose problems by analysing logs, error messages, and application performance.
- Experience with MS SQL, including the ability to run/create basic queries independently to retrieve results from the database and perform modifications.
Skills and Experience | Desirable
- Confident in sharing ideas with the team.
- Possesses a go-getter and solution-oriented personality.
- Quick learner with a keen interest in acquiring new knowledge.
- Reliable and accountable individual capable of managing client interactions.
- Knowledgeable about Virtual Desktop Infrastructure.
- Capable of remotely diagnosing and troubleshooting PC, printer, and software/application issues.
- Skilled in troubleshooting and resolving complex application issues escalated from Level 1 support.
- Proficient in researching solutions using available knowledge bases.
- Responsible for ensuring incidents requiring urgent attention are escalated according to the identified escalation management procedure.
- Knowledge of the retail IT domain is an added advantage.
Personal attributes
- Proven track record of delivering within time constraints in demanding situations.
- Demonstrates empathy and effective communication skills, both internally and externally.
- Strong customer service ethos.
- Self-motivated, flexible, agile, and adaptable.
- Proactive and positive approach to all tasks.
- Enthusiastic and energetic.
- Continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working.
- Positive can-do attitude and a team player.
- Efficient and proactive.
