Sr Analyst

Job Summary

 The DSS FSO Central Team (FSCC + DaaS) L1 Engineer is responsible for providing centralized operational support for Field Services Command Center (FSCC) and Device-as-a-Service (DaaS) operations. The role focuses on ticket coordination, asset lifecycle management, service request fulfillment, operational monitoring, vendor coordination, and ensuring seamless end-user support delivery across global locations. Job Description\\\\r\\\\nRole: DSS - FSO Central Team (FSCC + DaaS) - Level 1\\\\r\\\\nJob Summary\\\\r\\\\nThe DSS FSO Central Team (FSCC + DaaS) L1 Engineer is responsible for providing centralized operational support for Field Services Command Center (FSCC) and Device-as-a-Service (DaaS) operations. The role focuses on ticket coordination, asset lifecycle management, service request fulfillment, operational monitoring, vendor coordination, and ensuring seamless end-user support delivery across global locations.\\\\r\\\\nKey Responsibilities\\\\r\\\\nFSCC Operations Support\\\\r\\\\n• Monitor and manage Field Service queues, work orders, and service requests.\\\\r\\\\n• Coordinate with onsite DSS engineers and regional support teams for timely ticket resolution.\\\\r\\\\n• Track and maintain SLA compliance for incidents and service requests.\\\\r\\\\n• Perform ticket triaging, assignment, and escalation as required.\\\\r\\\\n• Ensure accurate documentation and status updates within ServiceNow.\\\\r\\\\nDevice as a Service (DaaS) Support\\\\r\\\\n• Coordinate end-to-end device lifecycle activities including provisioning, deployment, refresh, replacement, and retirement.\\\\r\\\\n• Manage hardware request fulfillment and logistics coordination.\\\\r\\\\n• Track device inventory, asset movements, and stock levels.\\\\r\\\\n• Support onboarding and offboarding activities from an asset management perspective.\\\\r\\\\n• Coordinate with vendors and suppliers for device procurement and warranty-related activities.\\\\r\\\\nIT Service Management\\\\r\\\\n• Follow ITIL-based Incident, Request, Asset, and Knowledge Management processes.\\\\r\\\\n• Ensure proper ticket categorization, prioritization, and closure documentation.\\\\r\\\\n• Escalate unresolved or complex issues to DSS L2 or relevant resolver groups.\\\\r\\\\n• Participate in operational reviews and service reporting activities.\\\\r\\\\n• Maintain knowledge base articles and standard operating procedures.\\\\r\\\\nCustomer Support & Coordination\\\\r\\\\n• Provide first-line communication and assistance to end users regarding device orders, asset status, and service requests.\\\\r\\\\n• Coordinate with Service Desk, DSS teams, Logistics, Procurement, and Vendors.\\\\r\\\\n• Provide periodic updates to stakeholders on request progress and fulfillment status.\\\\r\\\\n• Maintain a customer-focused approach and ensure positive user experience.\\\\r\\\\nRequired Skills\\\\r\\\\nTechnical Skills\\\\r\\\\n• Basic knowledge of: \\\\r\\\\no Windows 10/11 Operating Systems\\\\r\\\\no Microsoft 365 Applications\\\\r\\\\no ServiceNow ITSM\\\\r\\\\no Asset & Configuration Management\\\\r\\\\no Device Lifecycle Management\\\\r\\\\no IT Hardware Components\\\\r\\\\no Remote Support Tools\\\\r\\\\nOperational Skills\\\\r\\\\n• Ticket Management\\\\r\\\\n• Queue Monitoring\\\\r\\\\n• Asset Tracking\\\\r\\\\n• Service Coordination\\\\r\\\\n• Vendor Management Support\\\\r\\\\n• Documentation Management\\\\r\\\\nQualifications\\\\r\\\\n• Bachelor\\\\\\\'s Degree in Computer Science, Information Technology, or equivalent.\\\\r\\\\n• 1 to 3 years of experience in End User Services, Service Desk, Device Management, or Asset Management operations.\\\\r\\\\n• Understanding of ITIL processes is preferred.\\\\r\\\\n• Experience with ServiceNow or similar ITSM tools is desirable.\\\\r\\\\nKey Competencies\\\\r\\\\n• Strong customer service orientation.\\\\r\\\\n• Excellent communication and coordination skills.\\\\r\\\\n• Good analytical and problem-solving abilities.\\\\r\\\\n• Ability to

Key Responsibilities

 Key Responsibilities FSCC Operations Support • Monitor and manage Field Service queues, work orders, and service requests. • Coordinate with onsite DSS engineers and regional support teams for timely ticket resolution. • Track and maintain SLA compliance for incidents and service requests. • Perform ticket triaging, assignment, and escalation as required. • Ensure accurate documentation and status updates within ServiceNow. Device as a Service (DaaS) Support • Coordinate end-to-end device lifecycle activities including provisioning, deployment, refresh, replacement, and retirement. • Manage hardware request fulfillment and logistics coordination. • Track device inventory, asset movements, and stock levels. • Support onboarding and offboarding activities from an asset management perspective. • Coordinate with vendors and suppliers for device procurement and warranty-related activities. IT Service Management • Follow ITIL-based Incident, Request, Asset, and Knowledge Management processes. • Ensure proper ticket categorization, prioritization, and closure documentation. • Escalate unresolved or complex issues to DSS L2 or relevant resolver groups. • Participate in operational reviews and service reporting activities. • Maintain knowledge base articles and standard operating procedures. Customer Support & Coordination • Provide first-line communication and assistance to end users regarding device orders, asset status, and service requests. • Coordinate with Service Desk, DSS teams, Logistics, Procurement, and Vendors. • Provide periodic updates to stakeholders on request progress and fulfillment status. • Maintain a customer-focused approach and ensure positive user experience.

Skill Requirements

Required Skills Technical Skills • Basic knowledge of: o Windows 10/11 Operating Systems o Microsoft 365 Applications o ServiceNow ITSM o Asset & Configuration Management o Device Lifecycle Management o IT Hardware Components o Remote Support Tools Operational Skills • Ticket Management • Queue Monitoring • Asset Tracking • Service Coordination • Vendor Management Support • Documentation Management Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or equivalent. • 1 to 3 years of experience in End User Services, Service Desk, Device Management, or Asset Management operations. • Understanding of ITIL processes is preferred. • Experience with ServiceNow or similar ITSM tools is desirable. Key Competencies • Strong customer service orientation. • Excellent communication and coordination skills. • Good analytical and problem-solving abilities. • Ability to multitask and work in a fast-paced operational environment. • Strong attention to detail and process adherence. • Effective stakeholder and vendor coordination skills.

Other Requirements

Required Skills Technical Skills • Basic knowledge of: o Windows 10/11 Operating Systems o Microsoft 365 Applications o ServiceNow ITSM o Asset & Configuration Management o Device Lifecycle Management o IT Hardware Components o Remote Support Tools Operational Skills • Ticket Management • Queue Monitoring • Asset Tracking • Service Coordination • Vendor Management Support • Documentation Management Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or equivalent. • 1 to 3 years of experience in End User Services, Service Desk, Device Management, or Asset Management operations. • Understanding of ITIL processes is preferred. • Experience with ServiceNow or similar ITSM tools is desirable. Key Competencies • Strong customer service orientation. • Excellent communication and coordination skills. • Good analytical and problem-solving abilities. • Ability to multitask and work in a fast-paced operational environment. • Strong attention to detail and process adherence. • Effective stakeholder and vendor coordination skills.