Job Description

Job Title: Service Desk Analyst

Location: Bangalore

Department: Enterprise Technology

Work Mode: Hybrid

Shift Time: 11:00AM IST to 8:00PM IST

Introduction to the role:

The CSC RegTech Product Team seeks a highly motivated, self-starter willing to learn and grow with a new global team. This individual will develop the expertise required to support a growing portfolio of specialized technology products with users in more than 30 countries, and multiple time zones. Collaboration with business and technology partners is critical, so clear communication and teamwork are among the most important attributes for this role. The Product Support Specialist will work with RegTech team members, including Business Analysts, Product Owners, Project Managers, and Developers, and will also collaborate with vendor support teams, enterprise application support teams, and Information Security teams to ensure the highest level of customer service while maintaining performance and compliance.

Some of the things you will be doing:

User and Product Support

• Monitor RegTech issue tracker/helpdesk email and escalate or respond to tickets within agreed upon SLAs

• Monitor and reconcile incoming requests with vendor Jira board and prioritize critical issues for governance review

• Manage/monitor new hire request tickets and track progress to ensure smooth onboarding

• Provide RegTech admin support for all users using various channels – Support Desk portal, Support desk email, personal email

• Support Product team with UAT testing as needed

• Collaborate with Enterprise Application team to support system testing and observability efforts

• Work with product owners to proactively maintain system, understand new features, and ensure optimal user experience

• Primary back-up and Ad-Hoc support for associated and new projects

Vendor Management

• Collaborate with 3rd party MSPs for support tickets requiring vendor assistance

• Track vendor tickets to ensure priorities are being addressed according to urgency and SLAs

• Initiate process improvements based on feedback, changing user requirements, etc.

What Technical Skills, Experience, and qualifications do you need

• 2+ years in a technical or product support-type role

• Practical knowledge of core business processes including, but not limited to, user support, troubleshooting, vendor management, basic technical skills

• Ability to communicate effectively both verbally and in written form with managers and teammates

• A passion for learning how new software works, and for understanding how it is used to support our business

• Demonstrates strategic and creative problem-solving skills and take extra steps to understand the problem to present the best options for a solution

• Is oriented to quality results and able to deliver under tight deadlines

• Compassion—cares deeply about helping customers, and driven to make sure they have great experience with our products and team

• Communication skills—works well with people and puts a confused user at ease

• Prior experience in a customer-facing role is a plus

• Knowledge of RegTech, KYCP, and/or Napier is a plus

• Demonstrated willingness to learn system functionality and use cases to effectively support users and solve problems

• Demonstrated technical ability to troubleshoot incoming customer support tickets

• Demonstrated ability to multitask and pivot as needed to address shifting priorities

• Team player with can-do attitude

• Provide first-line support to users, addressing inquiries and resolving issues promptly and effectively.
• Develop expertise in our specialized technology products, staying updated with the latest features and enhancements.
• Collaborate with cross-functional teams to understand product requirements and provide accurate support.
• Document and escalate complex issues to the appropriate teams, ensuring timely resolution.
• Maintain accurate records of support interactions and provide regular updates to stakeholders.
• Ensure compliance with internal and external regulations, maintaining data privacy and security.
• Participate in knowledge-sharing sessions to enhance your skills and contribute to team growth.
• Assist in the implementation of new products and services, ensuring a smooth transition for users.
• Provide feedback and suggestions to improve the overall support experience for our global users.
• Foster a positive and collaborative work environment, promoting open communication and teamwork.

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a customer support or help desk role, preferably in a global environment.
• Strong problem-solving and analytical skills, with the ability to troubleshoot technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.
• Proficiency in using help desk ticketing systems and knowledge management tools.
• Ability to work effectively in a fast-paced, dynamic environment, managing multiple priorities.
• Willingness to learn and adapt to new technologies and processes.
• Strong teamwork and collaboration skills, with a customer-centric approach.
• Basic understanding of ITIL (IT Infrastructure Library) practices is an asset.
• Flexibility to work in shifts, accommodating the needs of our global user base.

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®

Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.

CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.

CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.