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!