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IT Service Operations Senior Analyst

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Job Description

Job Description :
Senior IT Service Operations Analyst
Driving human progress is not just about providing cutting-edge technology - it's also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.
Join us as a Senior IT Analyst on our IT Service Operations team in Xiamen or Dalian, China to do the best work of your career and make a profound social impact.
Key Responsibilities:
  • Support team members taking inbound phone calls, chats (Skype/Zoom) and emails from internal and external contacts. Provide backup queue support as needed
  • Act as a senior technical advisor for Premier Page issues. Identify customer needs and be able to address them. Drive customer issues, escalations and high severity issues to full resolution
  • Work with the team lead, team manager and team project managers to identify trends in customer requests. Provide real time updates on outstanding escalations and high severity issues to team, leadership, and business stakeholders. Flexibility in schedule to provide afterhours support for Premier code launches (UAT), testing, and high severity issues
  • Participate and provide insight on projects within the team. Review and distribute information passed down from other functional teams

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements
  • Knowledge of B2B | Premier | Global Portal and related tools. Three plus years in a call center environment or customer phone/chat interface. Eighteen months within Dell or equivalent experience with customer relationship, technical support, or customer care. Background in coaching or individual/team development
  • Strong internal and external customer focus. Proven track record driving customer issues to closed loop resolution. Proven experience working under a pressured environment. Team Player willing to assist other team members as needed
  • Fluent in English, having Chinese & Japanese language capability is a plus.

Desirable Requirements
. Bachelor's degree
Here's our story now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We're proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What's most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn't stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what's next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 .
Application closing date: 31 October 2021
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy .

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