Support Analyst jobs in India at Oceaneering

Position Summary
The purpose of this role is to take lead on issues which are different from normal and need support from an experienced professional or subject matter expert. A lead in GSC is expected to simplify complex issues to enable better understanding for the team members, and supports in root cause analysis.
Functions
Duties & Responsibilities
Essential

Support the team as subject matter expert for support operations
Stand in as shift supervisor in his/her absence
Responsible for providing expert level technical support to users with customer centric approach
Responsible for documentation, tracking & monitoring of issues/requests to ensure timely resolution
Responds to telephone calls, emails and personnel requests for technical and functional support
Assist shift supervisors in evaluation and grading of timesheet for each support analyst and submit a daily report to manager
Provide weekly report to support analysts for cases where the standard procedure was not followed and marked therefore as a missed opportunity
Ensuring availability of gsc helpline number by monitoring peak call volume and traffic analysis
Responsible for first call resolution for issues under prescibed scope of support
Assist in data mining of tickets for identifying repetetive issues and their frequency
Responsible for meeting ticket handling sla (from opening to closure)
Assist other oceaneering offices in india & other locations for it support

Non-essential

Supports new projects for upgrading IT systems & to improve user experience
Should be open to travel as per business needs
Participates in meetings during absence of Supervisor

Supervisory Responsibilities

This position has NO supervisory responsibilitie

Reporting Relationship

Reports to Manager I in IT service center
Works closely with Support Analysts & Supervisor

Required Qualifications

Bachelor’s degree, preferably in computer science, or equivalent education and experience
Total work experience of 5 years with at least 3 years of IT support experience and/or call center experience
Fluent in English with excellent communication skills
Able to work independently, & willing to work in rotational shifts

DESIRED

Experience as a support lead
Knowledge about call monitoring procedures
Microsoft, Cisco and ITIL certifications

Knowledge, Skills, Abilities, And Other Characteristics

Knowledge & support experience for Windows OS, Active Directory, MS Office Applications, Google Mail, & computer hardware
Teamwork & Interpersonal skills
Analytical, problem solving & decision making skills
Organizing & planning skills
Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan
Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed

Additional Information

Working Conditions

This position is considered OFFICE WORK which is characterized as follows.

Almost exclusively indoors during the day and occasionally at night
Occasional exposure to airborne dust in the workplace
Work surface is stable (flat)
Physical Activity/Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is considered LIGHT work.

OCCASIONAL
FREQUENT
CONSTANT

Lift up to 20 pounds
Climbing, stooping, kneeling, squatting, and reaching

Lift up to 10 pounds
Standing

Repetitive movements of arms and hands
Sit with back supported

Closing Statement
We offer a competitive salary, a comprehensive benefits package and the opportunity to advance in an international company. To apply, click 'Apply Now'.

Company Profile
Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.