Service Desk Analyst

Service Desk

Language: Proficient in English (Read + Write + Speak) mandatory and

Main responsibilities:

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Major activities:
 Monitors open tickets for service level breaches
 Identifies potentially major problems
 Uses established procedures, guidelines, and standards
 Responds to changing business needs by recommending new ways to handle new issues
 Monitors the direction of appropriate incident tracking processes to be followed by team
 Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
 Conducts leave and resource management for each queue
 Handles escalated calls
 Implements SIP and CIP
 Conducts quality audits, coaches, and mentors the team members
 Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
 Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Job Type: Full-time


Day range:
 Monday to Friday

Shift:
 Day shift
 Night shift
 Rotational shift

Education:
 Bachelor's (Preferred)

Experience:
 Technical support: 4 years (Preferred)
 total work: 4 years (Preferred)

Work Location: In person

Job Types: Full-time, Permanent


Benefits:
 Health insurance
 Paid time off
 Provident Fund

Day range:
 Monday to Friday

Shift:
 Rotational shift

Education:
 Bachelor's (Preferred)

Experience:
 Technical support: 3 years (Preferred)
 total work: 3 years (Preferred)

Work Location: In person

Job Types: Full-time, Permanent

Shift:
 Rotational shift

Work Days:
 Monday to Friday

Education:
 Bachelor's (Preferred)

Experience:
 Technical support: 1 year (Preferred)
 total work: 1 year (Preferred)

Work Location: In person,