Senior Service Desk

5 days ago

Bangalore, India LogFix SCM Solutions Pvt Ltd Full time

️ Senior Service Desk Associate

Location: Bangalore (Hybrid/Remote)

Experience: 8+ Years

About the Role

We are looking for a highly skilled Senior Service Desk Associate to 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 into L1, L2, and L3 categories.
  • Conduct thorough Root Cause Analysis (RCA) for recurring incidents.
  • Drive timely closure of critical and high-impact issues.

Reporting & Process Excellence

  • Develop and maintain MIS reports to track SLAs, KPIs, and trends.
  • Recommend process improvements to boost efficiency and customer satisfaction.
  • Utilize AI-enabled service desk tools to optimize workflows.

Documentation & Knowledge Sharing

  • Document procedures, workflows, and RCA findings .
  • Maintain a comprehensive and standardized knowledge base .
  • Ensure documentation remains updated, structured, and accessible.

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