Service Desk Coordinator Arrise Solutions (India) Pvt. Ltd.

5.0 - 7.0 years

0 Lacs

hyderabad, telangana, india

On-site

Job Title: Service Desk Coordinator (Night Shift) Experience Required: 5-7 Years Shift Timings (Mandatory): Must be available for permanent night shifts Job Summary : We are seeking a proactive and highly organized Service Desk Coordinator with 5-7 years of experience managing and triaging support requests using Jira. The ideal candidate will coordinate between technical and non-technical teams, ensuring accurate ticket assignment and SLA adherence based on multiple operational parameters. Strong communication skills, a neutral English accent, and a proven track record in improving SLA/SLO metrics through structured follow-ups and reporting are essential. Key Responsibilities: Act as the cen...

Posted 3 weeks ago

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Service Desk Coordinator Arrise Solutions (India) Pvt. Ltd.

5.0 - 7.0 years

0 Lacs

hyderabad, telangana, india

On-site

Key Responsibilities: Act as the central coordinator for the IT service desk operations during the assigned shift. Triage incoming tickets on Jira and assign/reassign them based on (but not limited to): Team availability, Current workload, Urgency, priority, and proximity, Leave rosters, SLA & SLO performance Collaborate with both technical and business teams to ensure timely resolution. Ensure all tickets are acknowledged, updated, and progressed efficiently through the Jira workflow. Monitor Jira dashboards, alerts, and aging tickets to prevent SLA breaches. Conduct shift-based activities including: Detailed handover to the next shift | Ticket trend analysis | Alert monitoring | Status rep...

Posted 2 months ago

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