The Service Desk Analyst – Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.
Review, evaluate, and manage manufacturer and regulatory technical documentation such as Airworthiness Directives (ADs), Service Bulletins (SBs), Service Letters, etc.
Propose and assess cabin interior modifications, repairs, materials, products, and process improvements to enhance maintainability, durability, safety, and operating economics.
Carry out Design Organisation activities when delegated, including development of engineering procedures, in house cabin repairs, alternate parts approval, and deviations from OEM approved data under CAAM Part 21 privileges.
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During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio.
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Conduct product and business-related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.
Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.
Bachelor's degree or above, any major is acceptable; minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
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Partner with sales teams to identify client requirements, business challenges, and technology opportunities during the pre-sales cycle for Korean market.
Design and present scalable, innovative technology solutions that align with client objectives and industry best practices.
Develop solution architectures, technical proposals, statements of work, and presentations that support business development efforts.
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Conduct product and business-related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.
Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.
Bachelor's degree or above, any major is acceptable; minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
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Enhance the AS400 system by developing new process, and refreshing existing process to ensure optimal performance.
Lead the design and development of critical post-trade applications used for trade matching, settlement, and payment processing.
Automate and streamline complex post-execution operations, including trade booking, intercompany settlements, and connectivity to global exchanges or clearing houses.
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Serve as the Single Point of Contact (SPOC) during incidents or escalations, delivering detailed event analyses, corrective action plans, and formal RFO/RCA documentation.
Advise customers on process improvements, reporting tools, and new services/products, helping them unlock the full potential of BICS’s global offerings.
Share customer feedback internally to promote operational excellence, foster innovation, and support cross-functional collaboration.
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