Actively Hiring || Sr Analyst Service Desk ||
- Microland
- 3 - 5 years
- Bengaluru
- 6 years ago
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Job Description
We are eager to introduce you to our 4000-strong team of exceptionally skilled professionals. We have curated a work environment where you will have limitless Opportunities to Learn, Earn and Enjoy.
Title : Sr. Analyst Service Desk
Work Location : Bangalore , Mahadevapura
Designation : Sr. Analyst
Experience : 3 to 5 years
Qualification: Bachelor's or Master's Degree in Computer Science
Description:
- Drive the Service desk process implementation
- Identifytraining needs & drive trainings on defined Processes, Metrics and Audits
- Monitor the Performance of Service Desk Processes & analyze the performance
- Identify actual issue and take up with specialists for support
- Identify tool shortcomings for improvement"
Incident Management (IM)
- Drive the Implementation of defined IM Processes
- Impart / plan training of resources on defined Processes, Metrics and Audits
- Monitor the Performance of IM Process
- Analyze the performance to identify actual and potential failure modes
Capacity Management (CM)
- Analyze monitored data
- Propose refinement / changes ( such as configuration) for performance improvement _Implement & Monitor CM process
- Identify failure modes and suggest changes
- Ascertain sufficiency and efficiency of interdependent processes (such as Configuration Management, Change Management, Problem Management) and propose improvements
ITSCM (Information Technology Service Continuity Management)
- Carry out risk analysis & define deliverables
- Draft contracts & evaluate test reports
- Invoke recovery and continuity mechanisms
- Prepare and publish reports
SLA management
- Drive Awareness campaign & implement defined actions for improvement
- Process performance monitoring, analyzing, finding GAP, planning actions (around people, process) for improvement"
IT Security Management
- Monitor performance of IT Security process
Vendor Management (VM)
- Drive the execution of defined VM Processes
- Monitor the Performance of VM Process, analyze the performance to identify actual and potential failure modes
- Ensure 100% compliance w.r.t the Process as well as SLA"
Business Relationship Management
- Prepare presentations/reports for Service Review to ensure communication to customer in the best possible manner on Service Performance and Service Improvements
- Drive implementation of corrective/preventive actions for Customer Complaints and communicate to the customer on the same"
Technical Skills
- IT Infrastructure Management (A)
- Incident Management (A)
- Availability management (A)
- IT Service Continuity Management (ITSCM) (A)
- Service Level Management (A)
- IT Security Management (A)
- Vendor Management (A)
- Business Relationship Management (A)
Behavioral Skills
- Email Communication, Presentation, Public Speaking (F)
- Strategic Thinking, Transactions Processing, Planning (A)
- Analytical Thinking, Scientific Temperament (A)
- Interpersonal Skills (F), Nurturing Relationships (A)
- Customer Service Orientation, Business Appreciation (F)
Candidate must be comfortable with UK/US shifts
Candidate must have excellent written and verbal English proficiency skills.
Interested Candidates can drop their CV at ma******h@mi******d.com
Thanks & Regards
Manisha Sharma
Microland
Job Classification
Industry: OtherFunctional Area: Other, Role Category: OtherRole: OtherEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any Specialization, Graduation Not RequiredPost Graduation: Post Graduation Not Required, Any Postgraduate in Any SpecializationDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: MicrolandLocation(s): Bengaluru
Keyskills: Change Management Service Level Management Business Relationship Management Customer Complaints Vendor Management Problem Management Incident Management SLA Management Customer Service Orientation IT Infrastructure Management
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Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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