Senior Analyst (Service Desk)

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 channelsLead and coordinate the major incidents, ensuring quick resolution and minimal business impact
• Act as the central point of contact during major incidents, facilitating technical bridge calls and engaging relevant resolver teams
• Document incident timelines, root causes, and actions taken during and after incidents
• Communicate incident updates to stakeholders, including senior management, through structured communication channels
• Identifying trend of Major incidents and coordinating with respective resolver groups to arrive at a permanent solution via Problem recordCommunicate with Change Management teams to prevent recurrence of major incidents
• 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
• 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 4+ years in 24/7 ServiceDesk environment with application support experience
• Good hands on expierience on monitoring ticketsHands on experience on critical incident management
• Hands on awareness on all other ITIL processes( Incident, change, servicerequest management, problem management)
• Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same timeGood 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 issuesTeam 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 experienceBasic knowledge of networking monitoring Good to haveWindows administration Basics knowledge Good to haveBasic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting Good to have

Required skills.

• Good Communication skills both verbal and written24/7 ServiceDesk background ITIL knowledge and backgroundReady to work in 24/7 team with rotational shifts