Urgent Opening For Analyst - Software Engineering

Role & responsibilities

Act as a single point of contact for emails, tickets, phone calls from end users regarding IT issues and queries.

• Receiving, logging and managing queries/issues from end users via Jira tickets, Emails, telephone, and help desk portal.

• Support JIRA and Confluence users

• Control the additions, deletions, roles, and memberships of users.

• Manage user rights for tools according to the requirements of projects and teams.

• Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects

• Implement custom xml-based JIRA gadgets

• Generate documentation on workflows and processes implemented in JIRA to support runbooks

• Create JIRA projects, queries and reports as required

• Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for priority incidents affecting a single user or a project team.

• Coordination with application and infrastructure support teams for fast resolution.

• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers' requirements and expectations.

• Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.

• Log and manage incidents/Service Request in ITSM tool.

• Always be aware of team workload and velocity, manage tickets and call accordingly.

• Escalate unresolved tickets to Level 2 resolver groups.

• Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.

• To maintain a high degree of customer service for all support queries and adhere to all service management principle.

• Creation of Daily End-of-Day report and monthly service desk call report.

• Taking ownership of Monthly report discussion with Team and stakeholders.

• SLA monitoring and reporting. Maintaining the SLA RCA for violations.

Must have skills:

• JSM (Jira Service Management) and Jira Admin experience is must.

• Excellent English communication skills.

• Relevant experience in IT industry as an IT Service Desk or Help desk coordinator role.

• Must have experience dealing with International Clients/Customers.

• Basic understanding of ITIL v3 foundation.

• Basic understanding of Technical Workflow

• Interest to work on L1 technical issues

• Interest to work on any L1 support ticket if the team over occupied.

Experience required