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 as issues at first point of contact.
- Provide ticket analysis, reporting and follow up based on Service Level Agreements (ticket response and resolution times)
- Preparing Customer 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 understand and have previously performed the basic Service Desk Administrative/Analyst tasks such as: Logging a ticket; ticket assignment; changing ticket status, priority, description; ticket reporting; ticket reporting;
- Command authority naturally - You don’t need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favourable light and are valued by the organisations you work for;
- Possess quick shifting abilities, knowing what to note and what to ignore - The latter is more significant since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
- Ask good questions and listen to stakeholders - Great analysts/administrators don’t just go through the motions; they care about communication and the opinions of the parties involved and they are s

📌 Service Desk Analyst (Gurugram)
🏢 JAMY INTERACTIVE
📍 Gurugram