Service Desk Analyst - Chennai

Role Description

Provides Level 1 Phone support Logs all incidents and service requests in Banks ticketing system HP

Service Manager

Uses the appropriate Incident Types and Service categories for logging incidents and Service

Requests

Ensures endtoend user experience and provides a single pointofcontact for the users

Take ownership of user problems follow up the status of problems on behalf of the user and

communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service

management principles

Escalate unresolved calls to the responsible support team

Engages other Service Desk resources or appropriate support teams to resolve incidents that are

beyond the scope of their ability or responsibility

Develop knowledge of organization specific systems eg CRM and internet Banking systems and

services to increasing ability to resolve requests on first contact

Mobile phone data roaming activation

Shift work arrangement

Regulatory Responsibilities OR Risk Management

Demonstration of appropriate values and behaviours including but not limited to standards on

honesty and integrity due care and diligence fair dealing treating customers fairly management of

conflicts of interest competence and continuous development adequate risk management and

compliance with applicable laws and regulations

Skills Requirements Of The Position

Personal and Social

Meticulous and accurate in executing work assigned with a strong risk control approach

Able to multitask and work under time sensitive environment

Team player with the capability to work independently

Excellent interpersonal skills

Compose in handling calls from users

Clear and Concise in communication

Ability to work in shifts

Professional and Technical

Diploma Holder or Higher

Minimum 5 years of experience in IT Service Desk andor Call Centre

Minimum 2 years of experience of working for a financial institute

IT SERVICE DESK ANALYST 06 JUL 2026 22

Good knowledge of Ticketing system like HP Service Manager or similar tools will be an advantage

Good knowledge of MS Office software applications Macros and Visual Basic knowledge as well as an

aptitude for technology

Certification in ITIL v3 or v4 and have very good understanding of ITIL Framework and Service Desk

process

RANK APPLICABLE TO THE POSITION

Contract

REPORTING LINE

Head IT Service Support

FURTHER INFORMATION

RegionDivision COO Information Technology

Location India