Senior Service Desk

️ 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

Develop 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.

Documentation & Knowledge Sharing

Document

procedures, workflows, and RCA findings .

Maintain a comprehensive and standardized

knowledge base .

Ensure documentation remains updated, structured, and accessible.

Collaboration & Leadership

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.

Skills & Qualifications

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.

Nice to Have

ITIL Certification

(Foundation / Intermediate).

Cloud support

experience (Azure, AWS, GCP).

Scripting / automation

expertise to enhance service desk workflows.

Why Join Us?

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.

Apply now and be the driving force in redefining IT service excellence!