Senior Analyst (Service Desk)
- Sapiens
- 4 - 9 years
- Bengaluru
- 2 months ago
- Email to a friend
- Report this job
Job Description
What youll do:
- First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channelsLead and coordinate the major incidents, ensuring quick resolution and minimal business impact
- Act as the central point of contact during major incidents, facilitating technical bridge calls and engaging relevant resolver teams
- Document incident timelines, root causes, and actions taken during and after incidents
- Communicate incident updates to stakeholders, including senior management, through structured communication channels
- Identifying trend of Major incidents and coordinating with respective resolver groups to arrive at a permanent solution via Problem recordCommunicate with Change Management teams to prevent recurrence of major incidents
- Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment
- Ensure associated internal tickets are created with complete information and appropriate support team assignment
- Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress
- Manage tickets lifecycle end to end adhering to process in place
- Proactively monitor ServiceDesk ticket queue and take appropriate timely actions
- End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails
- Follow on call process including multiple teams without miss
- Coordinate RCA document preparation and submission within set timelines
- End to end Service Request Management
What to Have for this position.
Must have Skills.
- Total Experience of at least 4+ years in 24/7 ServiceDesk environment with application support experience
- Good hands on expierience on monitoring ticketsHands on experience on critical incident management
- Hands on awareness on all other ITIL processes( Incident, change, servicerequest management, problem management)
- Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same timeGood hands-on experience in ticketing tools like ServiceNow
- Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills
- Ready to work in rotational shifts and offs without any issuesTeam player who believes in collaborating with team members and lending extra support wherever needed
Good to have Skills.
- ITIL V4 foundation knowledge and preferably certified
- ServiceDesk background and experienceBasic knowledge of networking monitoring Good to haveWindows administration Basics knowledge Good to haveBasic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting Good to have
Required skills.
- Good Communication skills both verbal and written24/7 ServiceDesk background ITIL knowledge and backgroundReady to work in 24/7 team with rotational shifts
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: SapiensLocation(s): Bengaluru
Keyskills: microsoft azure facilitation application support aws itil ticketing tools networking problem management it service desk service request management change management sql technical support servicenow service desk ticketing itil processes
Similar positions
Sapiens
Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the prope...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in