Service Desk Specialist

16 hours ago

Bengaluru, Karnataka, India LogFix SCM Solutions Pvt Ltd Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Job Title: Senior Service Desk Specialist

Experience Required: 8+ Years

Location: Bangalore

Role Overview:

We are seeking an experienced and detail-oriented Senior Service Desk Specialist to lead support operations, streamline escalation workflows, and strengthen our IT service management processes. This role requires expertise in handling complex escalations, MIS reporting, and documenting key procedures across the organization. The ideal candidate will have strong problem-solving skills, experience in ITIL processes, and the ability to drive continuous improvements in service desk operations.

Key Responsibilities:

  1. Ticket Management & Escalations

Review daily support tickets and categorize them into L1, L2, and L3 escalations.

Build and maintain structured workflows for escalation management.

Ensure timely resolution of critical issues while maintaining high-quality support standards.

  1. MIS Reporting & Process Improvement

Develop and manage MIS reporting to track ticket trends and performance metrics.

Identify recurring issues and gaps in current processes.

Recommend and implement process improvements to enhance efficiency and customer satisfaction.

3.Documentation & Knowledge Management

Document key procedures and workflows across the organization.

Maintain a comprehensive knowledge base for common issues, fixes, and escalation paths.

Ensure documentation is up-to-date, standardized, and easily accessible.

4.Team Collaboration & Leadership

Work closely with support teams to ensure smooth operations and consistent service delivery.

Mentor and guide junior team members.

Collaborate with cross-functional teams to improve service desk effectiveness.

Skills & Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

8+ years of experience in IT Service Desk / Technical Support, with exposure to L1, L2, and L3 escalations.

Strong understanding of ITIL practices and incident/problem management.

Proficiency in ticketing tools (e.g., ServiceNow, Jira, BMC Remedy, or similar).

Experience in MIS reporting and data analysis.

Excellent communication, documentation, and stakeholder management skills.

Strong problem-solving and analytical abilities.

Ability to lead initiatives and drive process improvements.

Nice to Have:

ITIL certification (Foundation / Intermediate).

Experience with automation in service desk workflows.

Exposure to cloud-based support environments (Azure, AWS, etc.).

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