Platform Technology - Sr Analyst

EXL Service -
Noida, Uttar Pradesh

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Job details

Full-time

Qualifications

ITIL Certification
Active Directory
VPN

Full job description

Job Description: Essential Functions

Able to answer calls and understand user requirement to provide a good customer service over phone
Reset and/or unlock users’ AD Account / Password.
Assist in troubleshooting VPN connectivity and certificate related issues.
Ability to operate at all levels within the organization and cross functionally within multiple client organizations
Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
Acknowledge, resolve and/or escalates issues in a timely fashion
Strictly adhere to defined SLAs
Understand business requirements for customer base and be able to translate them into technical requirements
Ensure the highest levels of customer satisfaction
Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions

Responsibilities: Able to answer calls and understand user requirement to provide a good customer service over phone
Reset and/or unlock users’ AD Account / Password.
Assist in troubleshooting VPN connectivity and certificate related issues.
Ability to operate at all levels within the organization and cross functionally within multiple client organizations
Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
Acknowledge, resolve and/or escalates issues in a timely fashion
Strictly adhere to defined SLAs
Understand business requirements for customer base and be able to translate them into technical requirements
Ensure the highest levels of customer satisfaction
Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions

Qualifications: Should complete at least 24-month in current Role with 3.5 Above rating for last 2 consecutive year. Should be ITIL Certified.Certifications in ITIL / Microsoft

Basic understanding of network technology
Batch Job management experience
Application/Report Administration
Working knowledge of industry standard ticketing tools
MS-Office
User Management through Microsoft Active Directory

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