Gautam Buddha Nagar, Uttar Pradesh
Job Summary
The Senior Support Analyst plays a crucial role in delivering high-quality remote desktop support to clients, ensuring efficient troubleshooting and resolution of technical issues. This position emphasizes effective communication in both English and Arabic, adherence to service level agreements (SLA), and a commitment to exceptional customer satisfaction.
Key Responsibilities
primary Subject Matter Expert for Service Desk processes and tools, Provide advanced troubleshooting and resolution for complex incidents and escalations, Support Service Desk teams in achieving SLA, KPI, CSAT, and operational targets. Participate in Major Incident Management and root cause analysis activities, Provide training, mentoring, and knowledge transfer to Service Desk analysts and leads, Assist with transition, transformation, and automation initiatives.
Skill Requirements
ITIL Foundation knowledge , incident, Request, Problem & Change Management, Strong troubleshooting and analytical skills, ServiceNow or other ITSM tools
Other Requirements
Service Desk SME with expertise in IT Service Management (ITSM), incident and escalation management
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