Service desk analyst

A leading food and agri-business operating across the value chain in more than 60 countries, supplying various products to more than 19,800 customers worldwide.

Location: Chennai

Job description:

• Identify, monitor and report on the services and service levels required to support and deliver the IT Service Desk.
• Ensure proper and prompt recording of incidents/Problems & changes in the ITSM tool.
• Track each call to resolution.
• Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
• Ability to work in a culturally diverse environment.
• Ensure the adherence to escalation matrix.
• Establish and maintain the Service Catalogue.
• Ensure relevant Service Level Agreements (SLAs) are monitored and reported on and communicated to relevant stakeholders.
• Identification of trends in incidents & service requests logged and input for consideration as projects and upgrades.
• Provide reporting on call volumes-Incidents & service requests trending within the Servicedesk and wider IT team.
• Should have good knowledge on Windows 10 Operating system, Unified Communications platform (Email, Skype for Business) and basic understanding of how Network components and server devices work.
• Coordinate the identification and resolution of service incidents and problems and where required escalate to and co-ordinate resolution with third party suppliers.
• Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk.
• Ensure all service management process are documented, maintained and adhered to.
• Manage and maintain the access rights to Systems and Information where these have been delegated to the Service Desk.
• Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.
• Manage and administer the Service Desk toolset to ensure it meets the requirement of service provision and supports alignment with ITIL v3.
• Oversee management of on-shift and off-shift staff rotation to ensure continuity of service.
• Any call which require escalation to 3rd party vendors to be tracked till closure.
• Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, training of service desk representatives and/or process enhancements.
• Maintaining database of the various vendors with details like contact person, telephone Nos., escalation matrix, response time and resolution time commitments etc.
• Ensure that IT security polices / other Standards followed are fully complied with the operations run for the helpdesk support areas.
• Protect Confidential and sensitive information and materials.
• Work to achieve individual and team goals.
• Flexible to work in 24/7 shifts.

Experience:

• 5+ years of experience in IT Support Services.
• Must demonstrate 3+ years ITIL Service Delivery experience.

Education:

• Degree in Computer Science or related discipline.
• Fluent in English language, written and verbal
• ITIL Foundation Certificate in IT Service Management