Analyst at National Australia Bank in Gurugram

Job description

Job Title: Analyst Work Type: Permanent Location: Gurugram, India It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries . Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career. NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues. At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities. Your New Role Provide operational technical support on phone, emails, chat function, internal social media channels, and in person. Support the development of the nominated Workplace service across Strategy, Design, Run, Provisioning, and Deployment. Manage service Transition and Change activities in line with operational requirements. Support service Consumption, Delivery Performance, and Quality objectives. Ensure Capacity and Continuity requirements are effectively managed. Identify, manage, and mitigate service Issues and Risks. Deliver agreed KPIs and SLAs while supporting operational excellence. Drive and implement productivity initiatives within the service area. Maintain strong relationships with key stakeholders and manage day-to-day operations. Produce agreed management reports, follow established operational governance, and provide IBM MQ Administration and Support. What Will You Bring Providing technical support for a business-critical function, ensuring service stability, resolution of incidents within SLA, and driving efficiency within the service. 3-5 years of experience delivering technical support and service in an enterprise ITIL environment. 3+ years' experience delivering workplace services in an enterprise environment. Certifications in ITIL / Microsoft (Good to have); relevant industry certifications desirable. Basic understanding of network technology, application/report understanding, and working knowledge of industry-standard ticketing tools. Experience in repairing/reinstalling MS Office and troubleshooting MS Office products such as Word, Excel, Outlook, along with desktop, laptop, application, and Windows operating system-related issues. User Management through Microsoft Active Directory, including AD support and implementation, adding/removing users, creating IDs, updating user permissions, disabling user access, and resetting/unlocking user access. Serve as the first point of contact for users seeking technical assistance over call, email, chat, and remote support, understanding user requirements to provide good customer service. Acknowledge, resolve and/or escalate issues in a timely fashion while strictly adhering to defined SLAs and ensuring the highest levels of customer satisfaction. Providing 24x7 operational support to users, including general administration and management (Flexible for Shifts). Provides technical support of all facets of the EUC, Wintel, and software distribution services, including issues related to accounts disabled, authentication, Network & Wi-Fi, Desktop, Security, Remote Working, BIOS, O365, and application support across hundreds of applications in production. Strong awareness and understanding of hardware, networks, software technologies, applications, industry trends, and technology. Self-driven towards evaluating advanced technologies and recommending the right solutions. Ability to operate at all levels within the organization and cross-functionally within multiple client organizations. Proven experience coordinating multiple stakeholders