MRO - System Analyst - Ticketing System

4 weeks ago

Pune, India MRO Full time

Job Description :


The role includes overseeing ticket flow, assigning tickets, following up, and ensuring end-to-end coordination between the client and engineers.

The coordinator will act as the single point of contact for all Service Desk requests.

Job Responsibilities :

- Act as a single point of contact for emails, tickets, phone calls from end users regarding IT issues and queries.

- Receiving, logging and managing queries/issues from end users via Jira tickets, Emails, telephone, and help desk portal.

- Support JIRA and Confluence users.

- Control the additions, deletions, roles, and memberships of users.

- Manage user rights for tools according to the requirements of projects and teams.

- Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects.

- Implement custom xml-based JIRA gadgets.

- Generate documentation on workflows and processes implemented in JIRA to support runbooks.


- Create JIRA projects, queries and reports as required.

- Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for priority incidents affecting a single user or a project team.

- Coordination with application and infrastructure support teams for fast resolution.

- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers' requirements and expectations.

- Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.

- Log and manage incidents/Service Request in ITSM tool.

- Always be aware of team workload and velocity, manage tickets and call accordingly.

- Escalate unresolved tickets to Level 2 resolver groups.

- Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.

- To maintain a high degree of customer service for all support queries and adhere to all service management principle.

- Creation of Daily End-of-Day report and monthly service desk call report.

- Taking ownership of Monthly report discussion with Team and stakeholders.

- SLA monitoring and reporting.

- Maintaining the SLA RCA for violations.

Must have skills :

- JSM (Jira Service Management) and Jira Admin experience is must.

- Excellent English communication skills.

- Relevant experience in IT industry as an IT Service Desk or Help desk coordinator role.

- Must have experience dealing with International Clients/Customers.

- Basic understanding of ITIL v3 foundation.

- Basic understanding of Technical Workflow.

- Interest to work on L1 technical issues.

- Interest to work on any L1 support ticket if the team over occupied.


(ref:hirist.tech)

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