Urgent Opening For Analyst

2 weeks ago

Pune, Maharashtra, India MRO Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & 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.

Experience required - 3 to 5 Yrs.

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