Information Technology Analyst

Experience:5.0 Years-9.0 Years Location :Chennai JOB DESCRIPTION: Subject Matter Expert (SME) is a highly skilled and experienced professional responsible for providing expert-level technical support and guidance to the IT support team. This role involves overseeing the day-to-day activities of the support team, providing technical guidance and assistance to team members, and ensuring timely and effective resolution of IT issues and requests. PRIMARY RESPONSIBILITIES Mentor and train IT support team members, providing guidance on technical issues and improving their skill sets. Act as an escalation point for the support team, assisting with the resolution of challenging technical problems. Collaborate with team members to develop and refine support processes and procedures. Assist in developing training materials and conducting training sessions to enhance the team's technical and process expertise. Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs. Regularly update the knowledge base with new solutions and best practices. Ensure documentation is accurate, up-to-date, and easily accessible to the support team and end-users. Identify opportunities for process improvement within the IT support function and recommend and implement necessary changes. Conduct regular reviews and audits of team members to ensure adherence to the defined processes. Analyze support ticket data and metrics to identify trends and patterns, and proactively address recurring issues. Provide information on IT processes, general how-to queries and known outages. Follow-up with Level 2 support teams for timely completion of tasks. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week. EEO Statement Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment. Show more Show less