Hiring For Service Desk Analyst and Incident Analyst

1 day ago

Goregaon Mumbai, India FSP Solutions Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Service Desk Analyst

Roles Description

Act as SPOC for all IT related issues, liaising with all resolver groups to ensure

seamless operations & maintaining customer satisfaction.

Responsibilities

1. Monitoring the Service Desk mailbox and accordingly working on tickets viz

Acknowledgment/Prioritization/Categorization/Assignment/Closure.

2. Issue escalation to local & onshore team via e-mail/telephone.

3. Reports Generation for Daily/Weekly/Monthly reports.

4. Maintaining stock availability on respective floors.

5. ID management (Aus Operations) ID request acknowledgment / ID template

submission /Follow-up with respective onshore team for closure.Role & responsibilities

The IT Incident Analyst is responsible for managing and resolving IT incidents promptly to minimize the impact on

business operations. This role involves monitoring, analyzing, and coordinating incident resolution activities,

ensuring adherence to Service Level Agreements (SLAs) and best practices. The ideal candidate will have strong

technical knowledge, excellent problem-solving skills, and effective communication abilities to collaborate with

technical teams, vendors, and stakeholders.

Roles and Responsibilities

  • Incident Management
  • Monitor and triage incoming incidents through ITSM tools (e.g., ServiceNow, BMC).
  • Categorize, prioritize, and assign incidents to appropriate resolution teams.
  • Ensure incidents are resolved within defined SLAs.
  • Coordinate with multiple teams to resolve high-priority incidents (P1/P2/P3 & P4).
  • Document incident details, root cause analysis, and resolution in the knowledge base.

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