Opportunity Description
Thakral One is looking for a Technical & Business Operations Analyst to deliver L1 support across call, chat, and email channels in a 24/7 environment. The role focuses on incident handling, ServiceNow monitoring, and initial troubleshooting. Ideal candidates have 3+ years’ experience supporting global, high-pressure operations.
The Role.
Key Responsibilities
- Support client’s users through Call, Chat, and email.
- Assist in technical calls for escalated issues.
- Monitor ServiceNow dashboards to ensure that all incident and SR tickets are correctly routed and prioritized.
- Perform initial troubleshooting for desktop, application, and access issues.
- Perform testing of enhancement being made for applications being used by ServiceDesk.
- Gather requirements specific to L1 for any new project and newly onboarded applications.
- Create and update L1 knowledge articles.
The Exp...
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