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Analyst/Sr. Analyst-Service Desk

3.00 to 6.00 Years   Hyderabad   14 Nov, 2021
SirionLabs
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics,General / Other Software
EmploymentTypeFull-time

Job Description

DescriptionAbout SirionLabs:SirionLabs - SaaS Product firm | is looking for people who are driven to make a difference.Bringing together leading innovation, unrivalled Contract Lifecycle Management expertise and a deep commitment to customer success, SirionLabs helps the world s leading businesses contract smarter. Powered by intelligence uniquely connected across the complete contract lifecycle. SirionLabs easy-to-use, highly configurable Smarter Contracting Platform brings legal, procurement and business teams together to author stronger agreements, manage risk and strengthen counterparty relationships.Today, analyst firms such as Forrester, Spend Matters and IDC agree that SirionLabs is a leader in CLM whilst world leading businesses including Vodafone, Unilever, DHL and Morgan Stanley trust SirionLabs to create, control and manage over 5m contracts worth more than $300bn, in 100+ countries around the world. SirionLabs is backed by leading VC firms and gone through series C round. SirionLabs is a 550+ people company with 7 offices globally.About the role:Service Desk candidate will be the first line of contact for L1 support, service requests & technical support. Service desk team works (24x7x365) and support Sirion product for customers present globally (US, Europe, Australia, APAC). Candidate will be responsible for the execution of ITSM processes, ticketing solution monitoring with chat support/online bot & service level compliance.Requirements-

  • A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)
  • 3-6 years of work experience with technical, Customer Support, SaaS product or application support background
  • Proficient in handling global customers and preferably
  • Well versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
  • Excellent communication (written and verbal) & interpersonal skills
  • Good time management and organizational skills
  • Monitor ticket queue and support Sirion application queries
  • Support L1 requests and timely closures
  • Identify ticket categories and route to other department in timely manner
  • Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized & resolved.
  • Work in 24x7x365 environment (rotational basis)
  • Assist representatives from counterparts of application and participate in issue closure
  • Coordinate with different teams and provide support to all onshore and offshore sites.
  • Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
  • Build process documentation, SOPs & Knowledge articles.
  • Ensure tickets have appropriate information, assigned to the right teams, and are classified with the appropriate impact & urgency
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Keyskills :
service deskapplication supportservice leveltime managementrelease managementprocess documentationcustomer supportproblem managementproduct quality

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