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 reporting and escalation Create and maintain custom dashboards in Jira for SLA tracking and reporting.. Prepare PowerPoint presentations for management reports and shift reviews. Suggest workflow improvements and automate repetitive tasks using Jira automation rules. Drive SLA improvements by ensuring accountability, timely escalations, and consistent follow-ups. Maintain accurate records and documentation of shift activities and performance metrics. Required Skills & Qualifications: 57 years of experience in a Service Desk, IT Coordination, or ITSM environment. Strong hands-on knowledge of Jira including: Workflow configuration, Ticket lifecycle management, Automation rules, Dashboard creation Proven experience in SLA/SLO tracking and improvement initiatives. Excellent coordination, communication, and interpersonal skills. Must speak fluent English with a neutral accent, able to communicate professionally with global teams. Strong skills in PowerPoint, Excel, and report preparation. Ability to handle night shift responsibilities independently, with minimal supervision. Strong sense of accountability, urgency, and process ownership. Preferred Qualifications: Familiarity with ITIL framework or ITSM best practices. Prior experience working in global or 24x7 support environments. Background in Jira Service Management or Agile team coordination is a plus. Show more Show less

Posted 1 week ago

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