Analyst II, Infra CX
On-site · Hyderabad, Telangana, India
Job Summary
Provide service desk and telephone support; manage and resolve tier 1 Service Desk emails, phone, chat and in-person requests using phone, chat, in-person assistance and remote support technologies. Troubleshoot and escalate to resolve tier 2-3 Service Desk issues with CX Analysts, Network Engineers, Telecommunications Analysts, Systems Analysts, etc. Monitor and administer ServiceNow tickets; monitor hardware, software and environmental factors impacting system performance; report problems and escalate to proper support teams per procedures. Possess knowledge of ITIL v4 (preferred); work in a 24/7 environment with rotational night shifts and weekends. Requires interpersonal skills to communicate with individuals at all technical levels, ability to diagnose and solve systems problems, prioritize tasks, and collaborate in a team. Prior exposure to LAN administration, ServiceNow, and Active Directory is a plus.
Required Qualifications
- Minimum of three years of operational experience in an IT environment is required.
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