Job Description:
The Senior Service Desk Analyst acts as a technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope, and driving process and quality improvements. This role combines hands-on technical resolution, ensuring SLA adherence, high customer satisfaction, and continuous improvement across the service desk function.
Key Responsibilities:

• Serve as a senior point of contact and technical escalation path for complex or high-priority IT incidents and service requests received via phone, email, chat, or ticketing systems.
• Review, re-prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets.
• Provide advanced troubleshooting for hardware, software, network, and application issues that junior analysts have been unable to resolve at first level.
• Own and resolve complex technical issues, including:
o Advanced account, identity, and access management issues (Okta)




o Microsoft 365 administration-level support / Google Workspace Administration (mailbox, licensing, and configuration issues)
o VPN, network connectivity, and remote access troubleshooting
o Endpoint, OS, and peripheral device issues requiring deeper diagnostics
o Email, collaboration tool, and application integration issues(Slack, Zoom)

• Act as the primary escalation contact between the service desk and Level 2/3 support teams, ensuring context is properly handed off and following up to closure.
• Monitor ticket queues and SLA dashboards proactively, intervening on at-risk tickets and backlog before breaches occur.
• Author, review, and maintain knowledge base articles and SOPs; audit team-submitted articles for accuracy and completeness.
• Provide on-the-job training to junior and mid-level Service Desk Analysts, including shadowing and quality reviews of their tickets/calls.
• Lead or actively participate in shift handovers, team huddles, and stakeho

📌 Senior Service Desk Analyst (Bengaluru)
🏢 Procore Technologies
📍 Bengaluru