Service Desk Analyst

4 weeks ago

Bengaluru, India eJAmerica Full time

Job Overview:

We are seeking a highly motivated and technically adept Service Desk Analyst to join our IT team at a US-based bank. The ideal candidate will be responsible for providing Level 1 and Level 2 support, ensuring timely resolution of issues while delivering exceptional customer service. Strong communication skills and experience with IT ticketing tools like ServiceNow are essential for this role. The analyst will handle support tickets, troubleshoot issues, and escalate problems as needed while maintaining a high standard of service delivery.

Key Responsibilities:

  • Provide first-level (L1) and second-level (L2) technical support for IT incidents and service requests.
  • Utilize IT service management tools like ServiceNow to log, track, and resolve support tickets.
  • Handle inquiries and troubleshoot issues related to hardware, software, network, and applications.
  • Diagnose and resolve technical problems related to banking systems, ensuring minimal downtime for end users.
  • Escalate unresolved issues to higher levels of support as necessary.
  • Communicate with end users and stakeholders in a clear and professional manner, ensuring they are informed throughout the troubleshooting process.
  • Collaborate with IT teams to identify trends and recurring issues and suggest long-term solutions.
  • Maintain comprehensive and accurate documentation of all support activities and ticket resolutions.
  • Ensure timely follow-up and closure of all support tickets in line with the bank’s SLAs (Service Level Agreements).
  • Provide training and guidance to end users on system functionalities and best practices.
  • Participate in IT projects and initiatives, as required, supporting new system rollouts or upgrades.

Required Skills:

  • Excellent communication skills – ability to interact effectively with technical and non-technical users.
  • Proficiency in using IT ticketing systems like ServiceNow, Jira, or similar tools.
  • Strong troubleshooting skills for L1/L2 support related to hardware, software, network, and banking applications.
  • Experience in diagnosing and resolving Windows OS, MS Office 365, VPN, and remote connectivity issues.
  • Basic knowledge of Active Directory, user account management, and access provisioning.
  • Familiarity with banking and financial IT systems is a plus.
  • Ability to work in a fast-paced, high-demand environment.

Qualifications:

  • 2+ years of experience in an IT Service Desk/Helpdesk environment, preferably in the financial services or banking sector.
  • Experience with ServiceNow or equivalent ticketing systems.
  • ITIL certification (preferred but not mandatory).
  • Understanding of ITIL processes and frameworks, particularly in incident management.

Additional Competencies:

  • High attention to detail and a focus on delivering quality support.
  • Ability to prioritize, multitask, and manage time effectively.
  • Strong customer service skills and a team-oriented attitude.

Work Schedule:

  • Must be able to work in shifts to cover support for the US time zone, including possible weekends and holidays.

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