Information & Analytics (I&A) is one of the service lines whose focus area is to exploit information for faster and better decisions.
The I&A Helpdesk Operations team cater to providing Access to I&A applications and provide a L1 support for the tickets / incidents that are raised across to I&A group.
s global information applications, and routine deliveries for Data Quality Assurance. In addition, proving user education enables the end user to make business decisions regarding business KPIs.
The service is provided for all work levels across the company and cuts across all the functions like Supply Chain, Finance, Market, HR, etc.
for taking critical business decisions.
Key Job Responsibilities
Deliver assigned reports accurately and on time. Business engagements for new reports / processes
Prepare and update the Standard Operating Procedures and the Flow Charts for the reports preparation which is valid and helpful from training perspective.
Responsible for the User Acceptance Testing (UAT) for new reports and processes
To monitor performance scorecards of the team against SLAs and assist the operations manager in the review calls with the clients.
Ability to independently interact and deal with the clients globally.
Assisting the transition manager with the migration of new reports and processes
Good communication skills; oral and written.
Good analytical skills with numerical ability to handle complex data, implement analytical techniques & provide the information in a simplified manner that is easily read & visually appealing.
Good understanding of Business KPIs and their calculations.
Passion for delivering service excellence; and developing a culture of easy to do business with, where customers needs are anticipated and met.
Ability to work independently while multi-tasking.
Strong ethical standards regarding the handling of confidential business information.
Ability to work quickly and accurately, especially under pressure; and within a cross-culture and global environment.
Minimum Education and Experience
Candidate must possess degree in any IT or Business related course
2-3 years previous experience in shared service or / and contact center environment
Customer service experience, preferred
Proficient in Microsoft Office Suite particularly in Excel and PowerPoint.