Pearson Senior Service Desk Analyst in Colombo, Sri Lanka
Senior Service Desk Analyst
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
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.