Company Description Tesco Bengaluru: We are a multi-disciplinary team creating a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility, providing cutting-edge technological solutions and empowering our colleagues to do ever more for our customers. With cross-functional expertise in Global Business Services and Retail Technology & Engineering, a wide network of teams and strong governance we reduce complexity thereby offering high quality services for our customers. Tesco Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 4,40,000 colleagues.Job DescriptionSummary: Systems Analysts provide first level of technology support to our colleagues across the organisation. You use technology tools to record diagnose and resolve the issues or transfer to support teams for further investigation/resolution. You address issues holistically and prioritise them according to the business impact. You exhibit excellent interpersonal skills to ensure customer satisfaction.Job Responsibilities:Act as first point of contact for any desktop/access related technology issues reported via Service Desk (Service Desk role only)Act as first point of contact in 24/7 operations centre for responding to systems alerts generated via monitoring tools (Operations role only)Able to accurately capture all information required for investigation and diagnose technology issuesPrioritise issues based on impact and urgency transfer or escalate where requiredHighlight wide impact issues and coordinate with relevant teams to facilitate resolution within SLACollaborate with colleagues peers senior systems analysts and managers to resolve/escalate incidents/problemsIdentify similarities patterns of repetitive tickets and flag it to Senior Systems Analyst to get a solution/workaroundCustomer focused demonstrates empathy even when under pressure with clear and concise communicationsKeep up to date with technology and use this knowledge to improve resolution timesSelf-motivated team player & adaptable to new technologyPossesses knowledge of relevant SLAs and their implications for supportIdentify recommend process improvements where relevantSeek to pass on knowledge to others and manage time efficientlyQualificationsWorking Knowledge (must have):5+ years of experience in desktop supportExperience in handling level-1 calls for IT Service Desk environmentExperience in troubleshooting windows desktop issuesITIL processes (Incident Management)Willing to work in a 24x7 shift environment.Excellent communication SkillsMicrosoft Windows and Office TroubleshootingNetwork TroubleshootingTicketing systems & SLAWindows Desktop SupportGood to Have:Database knowledgeAdditional InformationImportant Notice:On behalf of Tesco Bengaluru, we must caution all job seekers and educational institutions that Tesco Bengaluru does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Tesco. Further, Tesco Bengaluru does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events.Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Tesco Bengaluru shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution.In the event that you come across any fraudulent activities in the name of Tesco Bengaluru, please feel free report the incident at [email protected]
