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▷ (Urgent Search) Senior Service Desk
LogFix SCM Solutions Pvt LtdIndia8 hours ago
Job descriptionDevelop and maintain MIS reports to track SLAs, KPIs, and trends. Recommend process improvements to boost efficiency and customer satisfaction. Utilize AI-enabled service desk tools to optimize workflows. Document procedures, workflows, and RCA findings. Maintain a comprehensive and standardized knowledge base. Ensure documentation remains updated, structured, and accessible. Partner with cross-functional teams to ensure smooth IT operations. Mentor and provide guidance to junior team members. Engage with business stakeholders to proactively address pain points. Bachelor’s in Computer Science, IT, or equivalent experience. 8+ years of IT Service Desk / Technical Support experience. Strong knowledge of ITIL practices, incident & problem management. Proficiency in ServiceNow, Jira, BMC Remedy, or similar ticketing tools. Expertise in RCA, MIS reporting, and KPI tracking. Strong analytical, communication, and documentation skills. Preferred Certifications : MCSE, CompTIA A+, or equivalent. Hands-on exposure to AI / automation tools in service desk operations. ITIL Certification (Foundation / Intermediate). Cloud support experience (Azure, AWS, GCP). Scripting / automation expertise to enhance service desk workflows. Be at the forefront of IT service transformation with AI-driven tools. Opportunity to lead escalations and critical problem-solving initiatives. A collaborative, growth-focused work culture with global exposure. Hybrid / remote flexibility for a better work-life balance.
️ Senior Service Desk Associate
Location : Bangalore (Hybrid / Remote)
Experience : 8+ Years
About the Role
We are looking for a highly skilled Senior Service Desk Associate to elevate our IT support operations, manage complex escalations, and drive service excellence. This is a pivotal role for an experienced professional who thrives on solving critical issues, optimizing workflows, and leading initiatives that enhance both efficiency and customer satisfaction.
If you’re passionate about IT service management, enjoy working on challenging incidents, and want to contribute to next-gen AI-driven service desk transformation, we’d love to connect with you.
Key Responsibilities
Ticket Management & Escalations
- Oversee and classify tickets into L1, L2, and L3 categories.
- Conduct thorough Root Cause Analysis (RCA) for recurring incidents.
- Drive timely closure of critical and high-impact issues.
Reporting & Process Excellence
Documentation & Knowledge Sharing
Collaboration & Leadership
Skills & Qualifications
Nice to Have
Why Join Us?
Apply now and be the driving force in redefining IT service excellence!
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Urgent Search Senior • India
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