MES Support Analyst

Description

1. Total Experience – 2 to 4 Years.
2. Support Analyst is responsible for the acceptance, triage and resolution of internal/external customer reported incidents.
3. He / She will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering/deploying workarounds and patches as applicable.
4. Gain an intimate knowledge of the client’s implementation and critical business processes.
5. Ability to understand, analyze and resolve customer issues and requests in an expedient manner, using knowledge base documents and troubleshooting and communication skills.
6. Escalate urgent issues and application bugs as needed to the appropriate teams and management.
7. Communicate regularly with customer and internal resources on status of incident as per accepted guidelines.
8. Provide knowledge transfer & training within the team, share best practices, and create/update knowledge articles to enhance the quality and efficiency of incident/request work.
9. Create and update self-help knowledge documents to increase customer satisfaction and deflect incidents from the support team.
10. Ultimately responsible for resolution of all incidents opened by the customer
11. Must work in the night shifts continuously and willing to support on-call during weekend. Shift Timings – 9 PM to 6 AM
12. Must be of IT background and should have software technical knowledge
13. Good to have domain knowledge of manufacturing / MES

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