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Analyst - System Engineering
2 weeks ago
We are seeking a skilled and experienced Service Desk Coordinator who will be responsible for managing all aspects of the Service Desk. The role includes overseeing ticket flow, assigning tickets, following up, and ensuring end-to-end coordination between the client and engineers. The coordinator will act as the single point of contact for all Service Desk requests.
Job 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.
