Company Name:-
Cintra Software & Services

Job Location:-
India

Job Summary:-
Job Title: Senior Service Desk Analyst
Location: India
Contract Type: Permanent
Hours: Full Time

Position Summary

Cintra is an enterprise multi-cloud integrator and managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to private and public cloud platforms.

The company has a global presence with offices in New York, Dallas, UK and India.

We have an immediate need for a Senior IT Service Desk Analyst to join our talented Service desk team which will be based out of the Chandigarh, India.

In addition to a bachelor’s degree/IT certification we are looking for strong self-starters able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision.

Duties/ResponsibilitiesCertain responsibilities related to Level 1 Service Desk Support are identified briefly below:24×7 Level 1 IT Service Desk supportManaging the central mailbox and addressing the user queriesTrack the incidents to conclusion in line with SLAs and quality standards.

Helpdesk (Ticket Logging, dispatching & email support)Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on timeUltimate responsibility for ownership of all customers incidents or logged service requestsTrack the incidents to a conclusion in line with SLAs and quality standards.

Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.

Sending the daily reports – Logged, Resolved, Open tickets [Pending with L2]Develop and analyze daily, weekly and monthly reports and statistics on Service Desk team’s productivity.

Provide Incident, query and service request management and monitoring (incl.

escalation)Create SOP/Runbook and Maintain internal Service Desk Support/knowledge Base – Nucleus/Jira/ConfluenceReport on known outage and service impactsExcellent knowledge and relevant experience in end-to-end Incident/Problem management (incl.

escalation)Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectivelyUse of soft skills – Listen, Empathy, Courtesy etc.

Provide quality service & resolve concerns effi

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