Sr Analyst

Job Summary

Manage the service queue and ensure all tickets are tracked, monitored, and closed within defined SLA timelines by FSO engineers. Maintain and regularly update asset information in the Configuration Management Database (CMDB) within ServiceNow. Work closely with clients to understand requirements, provide updates, and ensure timely closure. Send FSO reports and quarterly deck to client. Collect, analyze, and compile data and prepare PowerPoint presentations for monthly operations review meeting. Follow up on all action items and ensure timely closure. Prepare and circulate daily operational status reports highlighting ticket status, risks, issues, and key updates. You will future handle patching activities and fixing vulnerabilities for Servers. Raise, manage, and track Change Requests in ServiceNow and ensure proper representation and follow‑through for CAB (Change Advisory Board) meetings. Ensure all the doer and checker, pre and post communication are sent to client for the patching activity. Availability is very important for Client so, ensure you are available during client working hours.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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