Senior Service Desk Analyst

Job Description

Job descriptionDuties/Responsibilities
• Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:
• 24 7 Level 1 IT Service Desk support
• Managing the central mailbox and addressing the user queries
• Track the incidents to conclusion in line with SLAs and quality standards.
• Helpdesk (Ticket Logging, dispatching email support)
• Liaison co-ordinate with Level 1 support and escalate the issue to L2 on time
• Ultimate responsibility for ownership of all customers incidents or logged service requests
• Track the incidents to a conclusion in line with SLAs and quality standards.
• Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.
• Sending the daily reports Logged, Resolved, Open tickets [Pending with L2]
• Develop and analyze daily, weekly and monthly reports and statistics on Service Desk team s productivity.
• Provide Incident, query and service request management and monitoring (incl. escalation)
• Create SOP/Runbook and Maintain internal Service Desk Support/knowledge Base Nucleus/Jira/Confluence
• Report on known outage and service impacts
• Excellent knowledge and relevant experience in end-to-end Incident/Problem management (incl. escalation)
• Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
• Use of soft skills Listen, Empathy, Courtesy etc.
• Provide quality service resolve concerns efficiently professionally
• Excellent communication skills
• Excellent written communication skills with email etiquettes.
• Good problem solving and analytical skills
• Excellent customer service skills
• Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back-to-back calls
• Ability to work in isolation to drive resolution in line with support requirements.
• Willing to learn adapt to changing environments. Drive for results.
Desired Candidate Profile
• Minimum 2-4 years of Incident management experience
• Minimum 2-4 years in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.)
• Good knowledge of ITIL based Incident/Change/Problem management
• Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
• Identify opportunities for service improvements.
• High level written and verbal communication skills (English)
• The ability to work under pressure in a fast-paced environment
• Monitor the effectiveness of incident management process and make recommendations for improvement.
• Leading an ITIL based Service Desk, implementing and following best practice
• Strong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner
• Great knowledge of IT processes and willingness to constantly update knowledge
• Share knowledge and coach Service Desk staff
• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.
• Inbuilt ability to multi-task, working on more than one issue simultaneously
• Must be flexible to work in rotating shifts
• Support Service Desk KPI/TTI measures.
• Intermediate Excel skills for reporting (for e.g., VLOOKUP, Pivot, Index, Match)
• Be part of a rostered-on call team during weekends
• Develop and maintain both technical and customer documentation for standards, processes and procedures.
• Strong customer service skills with a passion to exceed customer expectations.
• Demonstrated conflict management and resolution experience
Optional Skills Requirements
• Previous Experience/ Familiarity with Service Management/Incident management tools (JIRA service management, ServiceNow, Remedy etc.
• Advanced Microsoft Excel Skills desired but not required
• Experience/Knowledge of Oracle RDBMS desired but not required
• Minimum of 2-4 years IT experience within a IT Service Desk function preferred
Soft Skills Requirements
• The ability to work well with internal and customers facing teams is a requirement.
• Mentor staff to improve the capabilities and usefulness of the Service Desk team
• Communication both written and verbal are very important skills in this role.
• Strong collaboration skills and knowledge of collaboration tools.
• Strong self-starter able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision.
• Time management, multi-tasking and problem-solving skills in high pressure situations.
Qualifications and Certifications
• Education: BE or B.Tech or any other related professional degree preferred.
• ITIL/ITSM certifications desired but not required

Keyskills :
helpdeskservice deskticketing