The Position

The primary role of this position is to service the IT support needs of our
end-users and clients in a demanding and result-oriented setting. You will
be responsible for providing both onsite and remote support.

This challenging role requires excellent client-oriented communication skills
and a thorough, logical approach to problem solving. You will be expected to
deal with a high volume of tickets to the Service Desk using a variety of
problem-solving techniques, while maintaining a high level of customer
satisfaction.

You will work as a member of the Global IT Organization, in a newly formed
global IT Service team, reporting to the Service Delivery Manager. You will
provide local support to onsite users and remote support to our user base
globally. You will be expected to work using your own initiative but following
Standard Operating Procedures and utilizing our internal knowledge base and be
able to communicate effectively with other IT teams. This role sits within a
Global office supporting a user base of 2900 and growing worldwide. Experienced




IT practitioners are welcome, but weight will be given to customer focused
individual who show the right “can-do” attitude and a voracious appetite for
work in an exciting and vibrant team.

Your responsibilities

* Providing support to all internal/external teams for tech/operational
queries.
* Work closely with Service Delivery, Internal Tech team, to Identify and get
issues fixed by Product and Tech teams.
* Ability to find gaps, issues, or potential improvements in the system.
* You understand, investigate, and solve complex and challenging technical
problems.
* Regularly track various metrics and KPIs associated with TechOps Centre,
adhering to defined SLA's and the ITIL best practices.
* Participate in on-call rotation basis, Rotational shift.
* Implement robust monitoring and alerting system and optimize for scale and
performance.
* You ensure compliance with departmental policies (i.e., releas

📌 Associate Service Desk Analyst (Bengaluru)
🏢 CSC
📍 Bengaluru