Operation Coordinator - Tech Support T500-28043

About Guidant Global: Guidant Global delivers dynamic, tailored workforce solutions that empower businesses to thrive in ever-evolving markets. Through our MSP, RPO, Direct Sourcing, Services Procurement and Consulting services, we help organizations find, engage, and manage the best permanent and contingent talent across the globe. Part of Impellam Group, we champion A Better Way, a people-first approach that integrates deep industry expertise with advanced technology. Our technology turns workforce complexity into clarity, with real-time insights that support smarter talent decisions at scale. With over 1.5 million STEM and professional experts in our network across 80+ countries, we don't just solve today's challenges. We're helping to shape the workforce of tomorrow. About Guidant Global India: At Guidant Global India, we play our part in shaping the future of work by powering recruitment and support services for Guidant teams across APAC and wider global markets. As a strategic delivery hub and global capability center, we partner with stakeholders worldwide to raise quality, strengthen compliance, and deliver consistently at scale. We're not standing still. We're building deeper capability in-house, taking ownership of the work that matters most, and designing an agile, future-ready delivery model built for where the business is heading next. Join us, and you'll be part of a people-first team that's expert, ambitious, and collaborative, delivering A Better Way, every day. Position Description: Impellam Technology Operations Analyst Position Objective: The Technology Operations Analyst (Junior) supports the day-to-day operation of Impellams Vendor Management Systems (VMS) by handling lower complexity, repeatable system requests and incidents under the guidance of senior team members. The role focuses on accurate ticket handling, clear customer communication, learning VMS workflows, and developing technical capability across supported systems. This position provides a structured development pathway into the Technology Operations Specialist role. Key Responsibilities & Overview: Ticket Management & First-Line Support: Provide first-line support to MSP programmes and internal departments across supported VMS platforms (e.g. Cnet, SAP Fieldglass, Beeline, Workday VNDLY).Log, triage, categories and resolve tickets using the ticketing system in line with documented processes and SLAs.Resolve repeatable, lower complexity issues using approved SOPs and knowledge articles.Gather relevant information from users to enable efficient resolution or escalation.Escalate issues that fall outside defined scope to senior team members in a timely manner. Customer Service & Communication: Communicate clearly and professionally with customers via tickets, email and, where required, phone calls.Provide clear explanations when resolving tickets and ensure users understand next steps.Maintain a professional, customer focused tone in all written and verbal communication. System & Process Support: Perform routine system administration tasks where authorized, in line with documented procedures.Follow change and access control processes and seek approval for any actions outside defined authority.Support system testing activities for changes or releases as directed by senior team members. Documentation & Knowledge Management: Create and maintain SOPs, user guides, and supporting documentation for repeatable processes.Identify gaps or inaccuracies in existing documentation and recommend improvements.Assist with the creation of screenshots, demos, and simple training materials. Learning & Development: Develop working knowledge of supported VMS platforms and associated workflows.Shadow senior team members on more complex issues to build technical understanding.Actively participate in training, coaching, and development activities.Work towards increased responsibility and capability aligned to progression into a Technology Operations Specialist role. Continuous Improvement: Identify recurring issues or ticket trends and raise suggestions to reduce ticket volumes or improve processes.Contribute ideas to improve efficiency, accuracy, and customer experience. SLA & Quality Requirements: Ensure tickets are responded to and progressed within agreed SLAs.Follow quality standards for ticket resolution, documentation, and customer communication.Adhere to testing and validation requirements for any assigned system activities. Workplace Health, Safety, and Environmental Compliance: At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce, and the environment by operating an injury free, healthy workplace that minimizes our environmental impact. You will meet our HSE obligations by committing to: Seeking to prevent injury to any employee, customer, worker, or contractor.Actively participating in and completing compliance training as .