Expedia Group Hiring for Technical Operations Analyst I at Gurgaon, Haryana Full Time

Full Job DescriptionWe are looking for a Technical Operations Analyst I to provide enterprise-level assistance to our customers. You will diagnose and tackle software and hardware problems and help our customers configure applications and settings across the organization.

Technical Operations Analyst I responsibilities include resolving customer issues, providing internal communication regarding immediate support and day to day support of supported tools. You will use email, chat and ticketing applications to give clients quick answers to simple IT issues. For more sophisticated problems that require multifaceted instruction, you will contact engineering for resolution steps and follow through with clear, written instructions and technical manuals.

Ultimately, you will be a person our customers trust. They will rely on you to for immediate resolution and accurate solutions to their technical problems.

What you’ll do:
Research and determine solutions to application and hardware issues

Diagnose and tackle technical issues, including account setup and application configurations

Ask customers targeted questions to quickly understand the root of the problem

Supervise computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Accurately escalate unresolved issues to appropriate internal teams (e.g. software developers and engineers)

Provide timely and accurate feedback to customers

Refer to internal knowledge base and or external resources to provide accurate tech solutions

Ensure all issues are accurately logged

Prioritize and lead several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Detail technical knowledge in the form of notes and manuals

Maintain jovial relationships with clients

Who are you:
Work experience supporting any combination of Jira, Confluence, Microsoft O365 and ServiceNow

Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and solve basic technical issues

Excellent problem-solving and social skills

Ability to provide step-by-step technical help, both written and verbal

Additional certification in Microsoft, Atlassian, ServiceNow or similar technologies is a plus

LI-SM1

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group’s family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.