Analyst-Cloud & Infra Operations
BPO
- Provide phone, email, chat and ServiceNow portal support.
- Validate user entitlement, log, categorize, prioritize and route incidents and service requests accurately.
- Resolve standard issues using approved SOPs, knowledge articles and remote troubleshooting.
- Provide remote desktop support for desktops, laptops, mobile devices and peripherals, including software installation, printer mapping, basic hardware troubleshooting, profile issues and common connectivity problems.
- Support password reset/unlock, onboarding/offboarding and approved access requests for Windows, SAP, Google, ServiceNow, Salesforce, Vology, JIVS, D365 and BI applications.
- Perform follow-up for dispatched incidents and aged service requests, coordinate with resolver groups and validate closure with users.
- Support major incident bridge setup, impact capture and user communication as directed.
- Maintain ticket evidence and contribute to knowledge articles and user guides.