Pearson Senior Service Desk Analyst in Colombo, Sri Lanka

Senior Service Desk Analyst


Team Overview

The Service Desk Analyst works under Operational Excellence & Planning team, closely works with all the operations teams in TechOps and manage the incident/requests queues of those teams and support to make sure productive and efficient service. The team consist of set of technologists who have an overall understanding on nature of work done by each team in TechOps. Service Desk Analyst will manage the ServiceNow queue andbecome the trusted advisors of our teams by listening, learning, and enabling our leaders in their quest to become a world class operations team. It is enabling our teams leaders to make data drive decisions by providing insights and supporting them to excel in their operational efficacy through operational and strategic reports, planning, coordination and documentation.

Roles & Responsibilities

  • Monitor the request/incidents queues in Service-Now.

  • Evaluate incidents/requests for validity

  • Escalate service requests that cannot be scheduled within agreed service levels

  • Identify and evaluate the priority of the requests/incidents.

  • Direct the tickets to relevant teams based on content of the ticket/incident.

  • Make Sure tickets/incidents are properly routed to the teams without violating the SLA/OLA.

  • Follow up on tickets in “Pending” state for a longer time and request relevant teams to check for possible actions.

  • Follow up on SLA violations & inform the relevant parties

  • Project coordination in effective manner to achieve the milestone

  • Design and develop process requirements, parameters, control plans, flow charts, and instructions

  • Review and evaluate process techniques and methods and conduct research to identify new methods or techniques

  • Select and implement new processes; may introduce new equipment to existing process

  • Analyze performance data on processes and compile reports for management

  • Analyze process designs and investigate root causes of failure

  • Perform testing and modification to ensure success of new processes

  • Conduct long-term research and report on process trends, validation, and performance


Education, Experience and Key Competencies

  • Bachelor’s degree in IT, MIS, related field or equivalent qualification

  • Minimum 3 years experience in similar role

  • ITIL certification is added advantage

  • Work closely with other support groups

  • Problem solving and analytical skills

  • Out of the box thinking and initiatives

  • Commitment to task with high motivation and sense of urgency

  • Strong interpersonal communication skill

  • Prepare required documentation

Primary Location: LK-1-Colombo

Work Locations: LK-Colombo-Orion City Sascon Bldg Orion City Sascon Building No. 752/5 Dr Danister De Silver Mawatha Colombo

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 24, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1808050

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.