As Service Desk Administrator, you are supporting the Service Delivery Manager and working with the PMO. You will be joining the Service Desk Team and will be learning very quickly. You will be trained in:
- Microsoft Products – We will ensure you can master Word, Excel, PowerPoint, MS-Projects tools from Microsoft with a high level of confidence as is required in your role;
- Company's Tools – You will receive training with Tools such as SysAid, Kimble, and Smartsheets so that you can execute your role effectively and efficiently;
- Company's Approaches – You will learn how to support our clients and the services we offer and what your role in the process is;
- SAP, AWS Solutions – You will understand the terminology, what it does, what challenges there are and how what we do fits into that;
- You will be working primarily from home and when required the company's office.

Responsibilities :
- Supporting the Service Delivery Manager,



taking responsibility for the day-to-day operations of managing incidents and service request tickets raised by external customers as well as tickets raised by internal employees and systems from creation, through assignment to closure.
- Perform diagnostics of tickets and their status by client and other criteria
- Assign tickets to support resources based on client, ticket type, ticket priority, assigned support resources.
- Provide customer-focused 1st line support as part of a team aiming to resolve issues at the first point of contact.
- Provide ticket analysis, reporting, and follow up based on Service Level Agreements (ticket response and resolution times).
- Preparing Client Service Reports in line with agreed formats;
- Collation of internal KPI metrics in line with agreed formats
- Support the Service Delivery Manager and/or PMO in the execution of his/her tasks;
- In general, you will support the project teams with ad hoc tasks that will enable a smooth support delivery

Qualifications
- Prior Service Desk Experience – You u

📌 Service Desk Analyst-Contractor (India)
🏢 Bright Tier Solutions
📍 India