Senior Service Desk

3 weeks ago

New Delhi, India LogFix SCM Solutions Pvt Ltd Full time

️ Senior Service Desk Associate Location:Bangalore (Hybrid/Remote) Experience:8+ YearsAbout the Role We are looking for a highly skilledSenior Service Desk Associateto elevate our IT support operations, manage complex escalations, and drive service excellence. This is a pivotal role for an experienced professional who thrives on solving critical issues, optimizing workflows, and leading initiatives that enhance both efficiency and customer satisfaction. If you’re passionate about IT service management, enjoy working on challenging incidents, and want to contribute to next-gen AI-driven service desk transformation, we’d love to connect with you.Key Responsibilities Ticket Management & Escalations Oversee and classify tickets intoL1, L2, and L3categories. Conduct thoroughRoot Cause Analysis (RCA)for recurring incidents. Drive timely closure of critical and high-impact issues. Reporting & Process Excellence Develop and maintainMIS reportsto track SLAs, KPIs, and trends. Recommendprocess improvementsto boost efficiency and customer satisfaction. UtilizeAI-enabled service desk toolsto optimize workflows. Documentation & Knowledge Sharing Documentprocedures, workflows, and RCA findings . Maintain a comprehensive and standardizedknowledge base . Ensure documentation remains updated, structured, and accessible. Collaboration & Leadership Partner withcross-functional teamsto ensure smooth IT operations. Mentor and provide guidance tojunior team members . Engage with business stakeholders to proactively address pain points.Skills & Qualifications Bachelor’s inComputer Science, IT, or equivalentexperience. 8+ yearsof IT Service Desk / Technical Support experience. Strong knowledge ofITIL practices, incident & problem management . Proficiency inServiceNow, Jira, BMC Remedy , or similar ticketing tools. Expertise inRCA, MIS reporting, and KPI tracking . Stronganalytical, communication, and documentation skills . Preferred Certifications:MCSE, CompTIA A+, or equivalent. Hands-on exposure toAI/automation toolsin service desk operations.Nice to Have ITIL Certification(Foundation / Intermediate). Cloud supportexperience (Azure, AWS, GCP). Scripting/automationexpertise to enhance service desk workflows.Why Join Us? Be at theforefront of IT service transformationwith AI-driven tools. Opportunity tolead escalations and critical problem-solving initiatives . A collaborative, growth-focused work culture with global exposure. Hybrid/remote flexibility for a better work-life balance.Apply now and be the driving force in redefining IT service excellence

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