Service Desk Analyst

Department:
Transfer agency
Work type:
Permanent, Full Time
Location:
Gurgaon, India
Closing date:
11/12/2017

  • Join a leading global provider of software solutions for the financial services industry
  • Work on large exciting international projects

If you are self and quick learner, with good IQ, having exposure to the Service Desk role then this role is for you.

 

What you’ll be doing

 

You will be responsible for resolving straightforward incidents using appropriate tools, wherever possible

 

Your new team

With a large office of over 200 team members, you’ll get to work closely with and develop your skills across multiple facets of the business. We’re enthusiastic and adventurous with a large global reach; we have employees, offices, and customers across the world where our award winning solutions are utilised by leading financial service organisations.

 

The Service Desk Manager values the commitment,  quality of work and an unbiased culture within the department. As Service Desk Analyst, you will act first point of contact for Managed Services Customer for Bravura Solutions (Internal & External).  The primary functions of the Service Desk are incident logging, life cycle management of all issues, and communicating with the customer.

Main activities

  • 1st Level issue triage activities based on well-defined issue management scripts
  • Monitor and manage issue lifecycle progression and scope
  • Respond quickly to all queries and incidents as per defined SLAs
  • Manage incidents & issues via e-mail, web reporting or network monitoring tools
  • Recording and maintaining the integrity of data within the incident and problem recording system, JIRA
  • Routing user requests to the appropriate support teams
  • Assessing the severity, impact and risk of incidents and escalating to the management, whenever required
  • Resolving straightforward incidents using appropriate tools, wherever possible
  • Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed
  • Relay information updates and unscheduled service alerts to business users
  • Monitor and manage client and Bravura management dashboards. Provide management information and reports on existing IT services and products.

To be successful in this role candidates will require:

Prior experience of working in Windows environment

Other skills include:

  • At least 2 years’ experience in Help Desk/Service Desk environment. Familiarity with the tool, JIRA will be an added advantage
  • Strong MS Office 2003/2007 skills
  • A good understanding of working with Intranet/Internet based applications
  • Exposure to Finance industry is preferred
  • Excellent oral and written communication skills, distinguishing between business and technical audiences
  • Proven commercial aptitude with good customer service skills
  • Ability to multi-task, prioritise workload and work under pressure
  • Ability to adapt to continuously changing procedures and environment.
  • Organised with good attention to detail
  • A positive ‘can do – will do’ attitude is essential

 

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Apply now

If you believe that you have the relevant experience and knowledge for this role please apply directly below. Please note only successful applicants will be contacted.

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