Service Desk Analyst - Bengaluru/Bangalore
- Sapien
- 2 - 3 years
- Bengaluru
- 4 years ago
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Job Description
Responsibilities:
- Working with CSM tools following global processes and procedures agreed with customers
- Handling Calls, emails, Mail box monitoring and routing of tickets
- Provide application support for projects which have gone live, including providing triage for Incidents reported by the customers, and reproducing the customers incident
- Communicate with related teams (technical, core product, Customer teams) to resolve issues
- Responsible for receiving calls.
- Meet the commitments for the multiple projects - agreed deliverables on schedule and quality as per the agreed Service Level Agreements, including on-call support.
Requirements
- 2 to 3 years of service desk experience Mandatory
- Must have used ServiceNow as ticketing tool
- Good to have Work experience with JIRA ticketing tool
- Basic understanding of Windows Linux, Basic knowledge on SQL commands
- Must be reliable related to work schedule and recurring tasks.
- Flexibility to work non-standard work hours including nights, weekends, and holidays.
- Exemplary telephone etiquette and the ability to deal effectively with end users, peers and management.
- Possess the ability to respond effectively to sensitive inquiries and complaints over calls, emails and tickets
- Able to follow documented standard procedures.
- Demonstrate analytical and problem-solving skills, and the ability to prioritize tasks efficiently
- Demonstrate the ability to learn new skills techniques and responsibilities.
- Communicate clearly both orally and in writing is must to have
- Follow up of tickets and analyze the quality of Ticket updates
- Must have experience in handling Incident Management and Major incident Management
- Experience in insurance, especially non-life insurance and exposure to a policy admin system will be an advantage.
If interested, please share your updated resume copy with below detailed as requested to na*********a@sa****s.com:
Total Experience:
Relevant Experience:
Current Location:
Current CTC:
Expected CTC:
Notice period:
Ever you Interviewed with Sapiens in past:
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: Sapiens TechnologiesAddress: Building 11,7th and 8th Floor,SEZ-Cessna Business , Park,Kadubeesanahalli Village, Varthur Hobli, Oute, r Ring Road,Bangalore East, Bangalore, BANGALORE, Karnataka, IndiaLocation(s): Bengaluru
Keyskills: Calls Service Desk Tickets mail-box Snow Servicenow SQL Queries Customer Service Management Windows JIRA ITIL emails Call Monitoring Mailbox Linux Helpdesk Ticketing Tools Insurance policy admin Technical Support Incident Incident Management CSM Call Support
Sapien
Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the prope...
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