Sapiens is on the lookout for a Senior Analyst (Service Desk) to become a key player in our Bangalore team. If you're a Service Desk pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.
Location: Bangalore, India
Working Model: Our versatile 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