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:
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First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels
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Collect complete details of the issue being reported, log a ticket on the ticketing tool.
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Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment.
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Ensure associated internal tickets are created with complete information and appropriate support team assignment.
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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.
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Manage tickets lifecycle end to end adhering to process in place.
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Proactively monitor ServiceDesk ticket queue and take appropriate timely actions.
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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.
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Follow on call process including multiple teams without miss.
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Participate in Major Incident Management bridge calls and drive towards resolution with the help of support teams.
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Coordinate RCA document preparation and submission within set timelines.
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End to end Service Request Management.
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Must have knowledge on proactive monitoring tools
What to Have for this position.
Must have Skills.
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Total Experience of at least 3.5 years in 24/7 ServiceDesk environm