Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.

Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.

Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.

You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

Amazon

Description

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 nonstop 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 24x7 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 phone 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

Offer remote support for requests received through phone and chat interactions, incidents, and service requests assigned in ServiceNow, ensuring first-contact resolution and adherence to defined SLA targets

Diagnose and resolve IT support issues related to accounts and passwords, desktop/laptop Windows environments, ACME applications, printers, scanners, and general workspace technology by following established policies, procedures, and knowledge base articles

Follow escalation protocols to identify, troubleshoot, and route unresolved issues to the appropriate resolver group within defined timelines, ensuring accurate documentation and warm handoff to minimize customer impact

Perform deep dive analysis on incident patterns, root causes, and ticket trends to produce actionable analytics that support operational decision-making and continuous improvement initiatives

Maintain, create, and update policies, procedures, and standard operating processes to reflect current support workflows, ensuring accuracy and accessibility for the broader Service Desk team

We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Basic Qualifications

 Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service and experience in technical support Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) Experience with Active Directory account provisioning, password resets, and access management Familiarity with ITIL incident and request management processes Experience working against defined KPIs such as SLA, CSAT, MTTR, or first-contact resolution targets Experience creating or contributing to knowledge base articles or technical documentation

Preferred Qualifications

 Experience creating or contributing to knowledge base articles or technical documentation

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - ADCI - Karnataka

Job ID: A10491245

IT Support Associate II

What the job involves