Senior Analyst (Service Desk)

Job Description

What youll do: First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels Collect complete details of the issue being reported, log a ticket on the ticketing tool. Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment. Ensure associated internal tickets are created with complete information and appropriate support team assignment. Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress. Manage tickets lifecycle end to end adhering to process in place. Proactively monitor ServiceDesk ticket queue and take appropriate timely actions. End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails. Follow on call process including multiple teams without miss. Participate in Major Incident Management bridge calls along with Incident Manager to drive towards resolution with the help of support teams. Coordinate RCA document preparation and submission within set timelines. End to end Service Request Management. What to Have for this position. Must have Skills. Total Experience of at least 3+ years in 24/7 ServiceDesk environment with application support experience Good hands-on and knowledge on Incident and Major Incident Management, Service request Management processes Good knowledge on Problem management process Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time Good hands-on experience in ticketing tools like ServiceNow. Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills Ready to work in rotational shifts and offs without any issues Team player who believes in collaborating with team members and lending extra support wherever needed Good to have Skills. ITIL V4 foundation knowledge and preferably certified. ServiceDesk background and experience Basic knowledge of networking monitoring Good to have Windows administration Basics knowledge Good to have Basic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting Good to have Required skills. Good Communication skills both verbal and written 24/7 ServiceDesk background ITIL knowledge and background Ready to work in 24/7 team with rotational shifts