Job Description
L1 Support Quality Analyst
Minimum Skillset :
1: 2 to 4 years of Customer support experience and Experience in working in a global IT services organization (preferred)
2: Solid and proven client management experience
3: Knowledge & Experience with ITSM processes.
4: Knowledge & experience in ITIL. (ITIL Foundation a big plus)
5: Excellent Data analysis and representation skills (Excel and Power point expertise a big plus)
6: Excellent verbal and written communications skills
7: Very basic understanding of project management
8: Ability to understand Customer’s service models & needs and work with CSIs to recommend solutions.
9: Willing to stretch limits, challenge status quo and take on new challen
Desired skillset :
1: Understanding of Lean Six Sigma methodology (certified yellow belt a big plus)
2: Ability to pre-empt and coordinate advanced planning & coordination to achieve the project’s deliverables
3: Ability to multi-task and prioritize customer needs along with adhoc project tasks
L2 Support Quality Analyst
Minimum Skillset :
1: 3 to 6 years of Customer support experience and Experience in working in a global IT services organization (preferred)
2: Solid and proven client management experience
3: Knowledge & Experience with ITSM processes.
4: Knowledge & experience in ITIL. (ITIL Foundation a big plus)
5: Excellent Data analysis and representation skills (Excel and Power point expertise a big plus)
6: Excellent verbal and written communications skills
7: Very basic understanding of project management
Desired skillset :
1: Understanding of Lean Six Sigma methodology (certified yellow belt a big plus)
2: Ability to pre-empt and coordinate advanced planning & coordination to achieve the project’s deliverables