Sr. Analyst - Service Desk

3 - 5 years of experience
Job Description
Service Desk
_Differentiate between Incident and Service Request & record in the system
_Resolve issues / fulfill requests by following SOP
_Allocate to right resolver group &  work with stakeholders concerned till logical closure
_Operate service management tool for effective usage
Incident Management (IM)
_  Comply with steps such as Investigate, Diagnose, Record, Communicate 
_Run Incident Management functional responsibilities such as bridge, communication updates
_Drive towards service restoration within agreed SLA"
Capacity Management (CM)
_ Monitor, analyze  infrastructure capacity
_Implement CM policy and monitor adherence in terms of timeline and accuracy
_Analytics for effectiveness and completion in tuning and implementation
_Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process
ITSCM (Information Technology Service Continuity Management)
_Developing deliverables
_ Implement recovery plan & negotiate services
_Implement tests, conduct evaluations & generate reports
_Develop & implement procedures

SLA management
_Provide defined reports from the system on time
_Identify what is within SLA & what has breached"
IT Security Management
_Understand IT security guidelines & provide defined report from the system 
Vendor Management (VM)
_Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls & schedules for onsite/ remote intervention,
_Communicate on the changes to logged cases, notifications received on product recommendations & escalate when necessary
Business Relationship Management
_Provide all required inputs for preparation of reports and presentations for Service Reviews
_Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions

Technical Skills
IT Infrastructure Management (A)
Incident 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)
Interpersonal Skills, Nurturing Relationships (A)
Customer Service Orientation, Business Appreciation (A)
Proficiency Legend: (A) - Aware;  (F) - Familiar;  (P) - Proficient;  (E) - Expert.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.