Service Delivery Specialist

2 days ago

Mysore, Karnataka, India beBeeCustomerService Full time ₹ 10,46,600 - ₹ 15,61,400
Job Opportunity

A Service Desk Analyst is the primary point of contact for IT support, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction.

This role plays a crucial part in the success of our organization by providing exceptional service to our customers.

Key Responsibilities:
  • Provide first-level technical support and resolve incidents efficiently.
  • Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
  • Support user onboarding, access provisioning, and basic resource requests.
  • Monitor system health and generate service performance reports.
  • Guide users through self-service portals and support documentation.
  • Coordinate with escalation teams for complex issue resolution.
  • Ensure compliance with SLAs and service quality standards.
Requirements:
  • 2+ years of experience in IT service desk, help desk, or technical support.
  • Hands-on experience with cloud services support (preferably GCP).
  • Proficiency in ITIL framework and service management processes.
  • Strong troubleshooting skills in application and infrastructure support.
  • Familiarity with remote support tools and basic system monitoring.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Bachelor's or Master's degree in a relevant field.
Technical Skills:
  • Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management.
  • Technical Support: User access management, application troubleshooting, remote support, and escalation handling.
  • GCP Skills:
  • Console navigation and basic resource management
  • IAM role assignments and access control
  • Compute Engine and Cloud Storage support
  • Monitoring dashboards and alert triage
  • Billing usage analysis and cost monitoring
Certifications (Preferred):
  • ITIL Foundation (Required)
  • Google Cloud Digital Leader or Associate Cloud Engineer

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