As an Analyst - IT Service, you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also respond, document and resolve service tickets in a timely manner according to service level agreement.
What will you do?
Record requests/incidents in a Service Management tool, provide resolution to the requests following a standard SOP,
Assign requests/incidents to 2nd line support teams as needed.
Own such requests/incidents and act as the communication between the user and the 2nd line technical support teams
Monitor tickets raised in Service desk tool and doing first level analysis
Well verse of Synthetic Monitoring.
Assigning the tickets to appropriate technical teams
OLA/SLA Tracking and ensuring timely closure/Escalations
Take incident ownership and following up till closure
Work on Level 1 tickets/ proper categorization of the tickets
Configuring the alerts in monitoring tool as requested by technical team
What do you need to know?
0 to 3+ years of work experience as an application support analyst, preferably in airline domain
Excellent analytical and problem solving skills
Ability to work both independently and as part of a team 24X7
Excellent customer service skills
A good understanding of software development cycle
Qualifications: Relevant Bachelor degree (B.E, Bach. in Computer Science, MCA)
Excellent Advance MS-Excel, MS-PowerPoint, MS-Project, Power BI, MS Visio and Share Point Knowledge.
What do we offer?
Flexible working hours
Training Courses and Workshops
Excellent, dynamic and multicultural environment
Accelya is a leading global provider of technology products and services to the travel and transport industry. Founded in 1976, Accelya delivers financial, commercial, cargo and analytics solutions designed for a world on the move. Formed through the merger of Accelya and Mercator, Accelya provides the mission-critical solutions that account for and manage more than 5 billion financial transactions and 75 million tons of cargo annually. Accelya serves as a strategic partner to more than 400 airlines, travel agents and shippers.