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Vuram
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Program Analyst-IT, IT Service Desk

Program Analyst-IT, IT Service Desk

Vuram

1 - 2 years

1 - 2 Lacs

Bengaluru / Bangalore Karnataka India

Posted:1 month ago| Platform: Foundit logo

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Skills Required

Access Provisioning Voice & Chat Support Stakeholder Coordination Service Desk Operations

Work Mode

On-site

Job Type

Full Time

Job Description

Manage IT deliverables for Voice support across multiple shifts with rotational weekly offs Maintain close working relationships with IT support teams, IT service management, business, and IT security teams to ensure prompt and appropriate management of user access requests and incidents Process client requests in line with the organization's security policies and existing mainframe access control lists Display the highest standards of professionalism, email etiquette, and ownership in handling each request and driving it to resolution Work in cohesion with the team to effectively manage requests and sub-tasks Manage deliverables for Voice and Chat support, including access provision on systems within the scope of the offshore team Route requests to resolution groups when incidents are outside the offshore team's scope Monitor the status and progress toward resolution of all open incidents Provide access as per user requirements and keep requestors informed on progress Assign incidents and escalate process-related matters when necessary Coordinate with other support teams for issue closure Communicate with Aviva employees, including contractors and vendors, via telephone, email, and other electronic communications regarding requests and their resolution Collaborate with sister departments to complete requests while retaining ownership and being the face of AVIVA IT division to employees

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Program Analyst-IT, IT Service Desk