Sr Analyst

Job Summary

The Service Desk Lead is responsible for overseeing Global Service Desk (GSD) operations and ensuring seamless collaboration with the Global Account Management (GAM) and cross-functional resolver teams. The role focuses on delivering consistent, high-quality IT support services aligned with SLA commitments, driving operational efficiency, improving First Contact Resolution (FCR), and enhancing customer experience through proactive governance and continuous improvement initiatives. This role acts as a key bridge between Service Desk operations, Field Service Operations (FSO), GAM leadership, and resolver groups to ensure end-to-end service delivery excellence

Key Responsibilities

Service Delivery & Operations Management:

• Lead day-to-day Service Desk operations across regions (APAC, EMEA, AMER).

• Ensure adherence to SLAs, KPIs, and quality benchmarks (e.g., FCR, MTTR, ticket closure timelines).

• Drive effective incident, service request, and major incident handling.

• Monitor ticket queues, backlog, and aging to ensure timely resolution.

(Aligned to regular governance discussions)

1. Stakeholder & Client Engagement (GAM Alignment)

• Act as a single point of contact for GAM and client stakeholders for service desk performance.

• Provide periodic updates on ticket trends, key drivers, and service improvements.\r\n• Participate in governance calls, MOR reviews, and client discussions to present GSD performance insights.\r\n• Ensure customer-centric service delivery aligned with contractual expectations.\r\n________________________________________\r\n3. Cross-Functional Collaboration (GSD + FSO + Resolver Groups)\r\n• Work closely with FSO teams to optimize ticket routing and resolution efficiency. \r\n• Identify and drive shift-left opportunities (e.g., password resets, access issues, standard application support).\r\n• Coordinate with resolver teams (Applications, Endpoint, SAP, etc.) for SLA adherence.\r\n• Ensure smooth handoffs between Service Desk and downstream support teams.\r\n________________________________________\r\n4. Process Improvement & Transformation\r\n• Identify recurring ticket trends and drive automation or knowledge-based resolution. (e.g., account unlocks, password resets, application access issues) \r\n• Lead Kaizen/Six Sigma initiatives to improve efficiency, reduce ticket volumes, and optimize resolution time.\r\n• Drive continuous improvement through: \r\no Shift-left initiatives\r\no Knowledge base enhancement\r\no Automation (scripts, self-service tools)\r\n________________________________________\r\n5. Quality, Knowledge & Governance\r\n• Ensure adherence to quality standards through audits, dip checks, and feedback loops.\r\n• Drive Knowledge Management practices (KB creation, usage, and accuracy improvement).\r\n• Conduct regular team reviews and governance meetings to monitor operational health.\r\n• Maintain compliance with organizational and client-specific processes.\r\n________________________________________\r\n6. Team Leadership & People Management\r\n• Manage Service Desk agents, leads, and shift operations.\r\n• Ensure optimal staffing, roster management, and workload distribution.\r\n• Conduct coaching, mentoring, and performance reviews.\r\n• Drive capability building through training and skill development initiatives.\r\n________________________________________\r\n7. Reporting & Metrics Management\r\n• Track and publish operational dashboards (ticket volumes, trends, FCR, SLA adherence).\r\n• Perform root cause analysis (RCA) on key incidents and service gaps.\r\n• Present insights during Monthly Operations Reviews (MORs).\r\n• Ensure data-driven decision-making for service improvements.

Skill Requirements

Technical Skills\r\n• Strong understanding of IT Service Management (ITSM) tools (e.g., Service Now).\r\n• Knowledge of: \r\no Active Directory (password resets, access issues)\r\no Microsoft 365 applications\r\no Endpoint & application support environments\r\n• Familiarity with incident, problem, change, and service request management.\r\n________________________________________\r\n Process & Domain Skills\r\n• Expertise in ITIL framework (Incident, Problem, Change Management).\r\n• Exposure to: \r\no SLA/KPI management\r\no Service Desk metrics (FCR, MTTR, backlog, aging)\r\n• Experience in shift-left, automation, and continuous improvement initiatives.\r\n________________________________________\r\n Leadership & Stakeholder Skills\r\n• Strong stakeholder management (client + GAM + delivery leadership).\r\n• Ability to drive governance calls and executive-level reporting.\r\n• Team management and people leadership capabilities.\r\n• Conflict resolution and escalation management skills.\r\n________________________________________\r\n Analytical & Improvement Skills\r\n• Strong analytical mindset for identifying trends and optimization opportunities.\r\n• Experience with: \r\no Six Sigma / Kaizen / DBS practices (preferred)\r\no Data-driven operational improvements\r\n________________________________________\r\n Soft Skills\r\n• Excellent communication (verbal and written)\r\n• Customer-centric mindset\r\n• Decision-making under pressure (especially for major incidents)\r\n• Collaboration across global teams

Other Requirements

• Need to work from Noida (NSL Techzone
• Sector 144)