Sapiens is on the lookout for a Senior Analyst (Service Desk) to become a key player in our Bangalore team. If youre a Service Desk pro and ready to take your career to current heights with an established, globally successful company, this role could be the perfect fit.
Location: Bangalore, India
Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.
What you ll do:
- First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels
- Collect complete details of the issue being reported, log a ticket on the ticketing tool.
- 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.
- Participate in Major Incident Management bridge calls and drive towards resolution with the help of support teams.
- Coordinate RCA document preparation and submission within set timelines.
- End to end Service Request Management.
- Must have knowledge on proactive monitoring tools
What to Have for this position.
Must have Skills.
- Total Experience of at least 3.5 years in 24/7 ServiceDesk environment with application support experience
- Good hands-on and knowledge on Incident and Major Incident Management, Service request Management processes
- Good knowledge on Change and Problem management process
- Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time
- Good 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 issues
- Team player who believes in collaborating with team members and lending extra support wherever needed
- Awareness of copilot usage, ChatGPT
- Azure Fundamental s and AWS fundamentals Certification - Mandatory
- Collaboration with DevOps and SRE
Provide real-time user impact feedback during outages
Good to have Skills.
- ITIL V4 foundation knowledge and preferably certified.
- Troubleshoot issues related to cloud services (Azure, AWS)- Tier 1
- ServiceDesk background and experience
- Basic knowledge of networking monitoring - Good to have
- Windows administration Basics knowledge - Good to have
- Usage of Automation Tools ( Power automate)
- Power BI awareness
Required skills.
- Good Communication skills both verbal and written
- 24/7 ServiceDesk background
- ITIL knowledge and background
- Ready to work in 24/7 team with rotational shifts
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.