Analyst (Service Desk)
- Sapiens
- 2 - 7 years
- Bengaluru
- 8 days ago
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Job Description
Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.
What youll do:
- First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels
- Collect complete details of the issue being reported, log a ticket on the ticketing tool.
- Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment.
- Ensure associated internal tickets are created with complete information and appropriate support team assignment.
- Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress.
- Manage tickets lifecycle end to end adhering to process in place.
- Proactively monitor ServiceDesk ticket queue and take appropriate timely actions.
- End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails.
- Follow on call process including multiple teams without miss.
- Participate in Major Incident Management bridge calls along with Incident Manager to drive towards resolution with the help of support teams.
- Coordinate RCA document preparation and submission within set timelines.
- End to end Service Request Management.
What to Have for this position.
Must have Skills.
- Total Experience of at least 2+ years in 24/7 ServiceDesk environment with application support experience
- Good hands-on and knowledge on Incident and Major Incident Management, Service request Management processes
- Good knowledge on Problem management process
- Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time
- Good hands-on experience in ticketing tools like ServiceNow.
- Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills
- Ready to work in rotational shifts and offs without any issues
- Team player who believes in collaborating with team members and lending extra support wherever needed
Good to have Skills.
- ITIL V4 foundation knowledge and preferably certified.
- ServiceDesk background and experience
- Basic knowledge of networking monitoring Good to have
- Windows administration Basics knowledge Good to have
- Basic understanding of technologies like Cloud (Azure/AWS), Database, SQL, scripting Good to have
Required skills.
- Good Communication skills both verbal and written
- 24/7 ServiceDesk background
- ITIL knowledge and background
- Ready to work in 24/7 team with rotational shifts
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: SapiensLocation(s): Bengaluru
Keyskills: dbms facilitation problem management sql incident management ticketing tools microsoft azure networking it service desk service request management technical support servicenow service desk ticketing application support it helpdesk aws itil
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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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