MRO - System Analyst - Ticketing System

Job Description :

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 :

(ref : hirist.tech)