Job Description
As a Technical & Business Operations Analyst, you will deliver L1 support across call, chat, and email channels in a 24/7 environment. You will handle incidents, monitor ServiceNow dashboards, and perform initial troubleshooting to ensure smooth operations in a global, high-pressure setting.
What You’ll Do and How You’ll Succeed
- Support client users through call, chat, and email channels.
- Assist in technical calls for escalated issues to ensure timely resolution.
- Monitor ServiceNow dashboards to route and prioritise incident and service request tickets accurately.
- Perform initial troubleshooting for desktop, application, and access issues.
- Test enhancements made to applications used by the Service Desk.
- Gather requirements specific to L1 support for new projects and onboarded applications.
- Create and update L1 knowledge articles to support operational readiness.