MS Good knowledge on Incident management process overall Understanding of inter relation of IM and other ITIL processes Should have good knowledge on ticket audits backlogs and quality measures

Should have good knowledge on Problem Management and trend analysis Should have knowledge on multitower collaboration and work along until resolution Should have good understanding on Knowledge Management and KEDB

Should have knowledge on corelation between Incident and Change and Problem Should be ok to work under pressure and take ownership

Good handson experience in ServiceNow and reporting skills Thorough knowledge on IM metrics

Good communication skills to work with clients with a global presence Good analytical skills to identify process gap Should be able to report on any escalation from Management and customer

Should be ready to work in flexible working hours

Local Skills : Service Desk Analysis,Desktop Remote
Languages Required: : ENGLISH

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Service Desk Analysis Professional_ MS