IT Support Associate II, OPSTech IT -Service Desk

About Opstech Solutions - Service Desk (OTS-SD)

Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS IT provides continuous global IT support to Amazon Operations as a vital piece to the puzzle. We take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or delighting our customers by delivering packages directly to them. OTS IT provides global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile...

About The Role

The OTS Global Service Desk is a virtual extension of field IT teams, providing prompt and professional remote IT assistance to team members, partner organizations, and customers across the global fulfillment organization The team operates with a #BetterTogether and #OneTeam mindset in service of shared organizational goals The role involves troubleshooting technical issues, enabling access to critical systems, and resolving customer queries through voice and chat interactions The team leverages the latest tools and continuously hones skills to deliver efficient, effective solutions that keep workflows running smoothly Every interaction is approached with a dedicated focus on customer satisfaction, ensuring a positive support experience

Key job responsibilities

1. Offer remote support for requests received through voice and chat interactions, incidents, and service requests assigned in ServiceNow, ensuring first-contact resolution and adherence to defined SLA targets
2. Effective Communication Skills: Demonstrating proficiency in clear and concise communication. This role needs interaction with Amazon Internal customers it includes APAC/EMEA/AMER Operation /IT team/Customer support.
3. Adherence to standard operating procedures (SOPs) is fundamental to maintaining consistency and efficiency in daily operations.
4. Basic Knowledge on IT Troubleshooting on end user devices: Competence in resolving issues on various client devices, including desktops, laptops, printers, and scanners.
5. Basic Understanding and troubleshooting skills on Various Operating system specifically on Windows and Linux
6. This position requires a flexible work schedule involving rotational shifts basis the business requirement
7. Adherence to OTS Service Desk Goals: Response and Resolution SLA, CSAT, and effectively managing incidents.