"BPO Call Center Analyst " at NTT DATA

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Incident Management, SLA Management, Quality Assurance, Coaching, Collaboration, Reporting, Analysis, Troubleshooting, ITSM Processes, Mentoring, Problem Solving, Analytical Thinking, Attention to Detail, Customer-First Mindset

Industry

IT Services and IT Consulting

Description

1. Advanced Technical Support Provide expert-level assistance to L1 analysts when issues exceed standard troubleshooting procedures. Perform initial triage, validate incident categories, and ensure accurate prioritization. Escalate incidents to L2/L3 as needed with complete diagnostic details. 2. Develop and maintain updated knowledge articles and troubleshooting guides. Identify gaps in existing documentation and create new SOPs, FAQs, and workflows. Train L1 analysts on new processes, tools, applications, and common issues. 3. Incident & SLA Management Monitor incident queues to ensure SLA compliance and timely resolution. Assist in reducing backlog and improving first-contact resolution (FCR). Perform root-cause identification for recurring issues and recommend fixes. 4. Quality Assurance & Coaching Review ticket quality, resolution notes, and process adherence for the L1 team. Provide feedback, mentoring, and support to improve team performance. Conduct refresher training sessions and onboarding for new hires. 5. Collaboration & Stakeholder Coordination Partner with L2/L3 teams to understand updated procedures and new platform changes. Work with service owners, product teams, and client stakeholders to gather updates. Communicate major incidents, outages, and workarounds to the L1 support team. 6. Reporting & Analysis Track common incident patterns and share insights with leadership. Provide weekly/monthly performance feedback to leads/managers. Recommend process improvements to enhance efficiency and user satisfaction. ________________________________________ 2-4 years of experience in technical support, service desk, or IT helpdesk roles. Strong understanding of ITSM processes (Incident, Request, Problem Management). Familiarity with ITSM tools like ServiceNow, Remedy, Jira Service Desk, etc. Basic knowledge of troubleshooting Windows, networking, applications, VPN, and hardware. ________________________________________ Experience mentoring or acting as a point-of-escalation for L1 teams. Certifications such as ITIL Foundation, CompTIA A+, Network+, etc. Ability to read logs, perform deeper diagnostics, and document solutions effectively. Exposure to cloud systems (Azure/AWS), enterprise applications, and SSO technologies. ________________________________________ Problem-solving ability Strong ownership Analytical thinking Attention to detail Customer-first mindset ________________________________________"

Responsibilities

The BPO Call Center Analyst provides advanced technical support and incident management, ensuring timely resolution and SLA compliance. They also develop knowledge articles, train L1 analysts, and collaborate with higher-level teams.