IT Support Associate II

Job 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 RoleThe 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 organizationThe team operates with a #BetterTogether and #OneTeam mindset in service of shared organizational goalsThe role involves troubleshooting technical issues, enabling access to critical systems, and resolving customer queries through phone and chat interactionsThe team leverages the latest tools and continuously hones skills to deliver efficient, effective solutions that keep workflows running smoothlyEvery interaction is approached with a dedicated focus on customer satisfaction, ensuring a positive support experienceKey job responsibilitiesOffer 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 targetsDiagnose 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 articlesFollow 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 impactPerform deep dive analysis on incident patterns, root causes, and ticket trends to produce actionable analytics that support operational decision-making and continuous improvement initiativesMaintain, create, and update policies, procedures, and standard operating processes to reflect current support workflows, ensuring accuracy and accessibility for the broader Service Desk teamWe 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.