Senior Service Desk Analyst

Procore Technologies; Bengaluru; On-site; INR 400,000 - 650,000; Full time

Job summary

Procore Technologies in Bengaluru, India, is seeking a Senior Service Desk Analyst to act as a technical escalation point within the IT Service Desk, handling complex incidents and driving process improvements. You will resolve issues beyond first-line support while ensuring SLA adherence and high customer satisfaction.

The role requires hands-on troubleshooting across hardware, software, networks, and collaboration tools, plus training junior analysts and coordinating with Level 2/3 teams.

Qualifications

• 3–5 years in IT Service Desk or similar role with escalations.
• Proficient in ITSM tools such as ServiceNow or Jira.
• Excellent verbal and written communication; customer‑focused.

Responsibilities

• Handle complex incidents and service requests as senior escalation point.
• Review queues, re-prioritize, and ensure SLA compliance.
• Provide advanced troubleshooting across hardware, software, network, and apps.

Skills

ITIL/ITSM

Escalations management

Technical troubleshooting

Communication skills

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira

Job description

Job Description:

The Senior Service Desk Analyst acts as a technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope, and driving process and quality improvements. This role combines hands‑on technical resolution, ensuring SLA adherence, high customer satisfaction, and continuous improvement across the service desk function.

Key Responsibilities:

• Serve as a senior point of contact and technical escalation path for complex or high‑priority IT incidents and service requests received via phone, email, chat, or ticketing systems.
• Review, re‑prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets.
• Provide advanced troubleshooting for hardware, software, network, and application issues that junior analysts have been unable to resolve at first level.
• Own and resolve complex technical issues, including: o Advanced account, identity, and access management issues (Okta) o Microsoft 365 administration‑level support / Google Workspace Administration (mailbox, licensing, and configuration issues) o VPN, network connectivity, and remote access troubleshooting o Endpoint, OS, and peripheral device issues requiring deeper diagnostics o Email, collaboration tool, and application integration issues(Slack, Zoom)
• Act as the primary escalation contact between the service desk and Level 2/3 support teams, ensuring context is properly handed off and following up to closure.
• Monitor ticket queues and SLA dashboards proactively, intervening on at‑risk tickets and backlog before breaches occur.
• Author, review, and maintain knowledge base articles and SOPs; audit team‑submitted articles for accuracy and completeness.
• Provide on‑the‑job training to junior and mid‑level Service Desk Analysts, including shadowing and quality reviews of their tickets/calls.
• Lead or actively participate in shift handovers, team huddles, and stakeholder meetings, representing the service desk’s operational status.
• Take ownership of key service desk performance metrics like First Contact Resolution (FCR), SLA compliance, Customer Satisfaction (CSAT), Average Resolution Time (ART), and lifecycle management.
• Drive continuous service improvement initiatives: identifying recurring issues, proposing automation/self‑service opportunities, and contributing to process documentation.
• Support major incident management by coordinating communication and technical response until Level 2/3 teams take over.
• Assist with onboarding, training material development, and coverage planning for the shift roster.

Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in an IT Service Desk, Help Desk, or Technical Support role demonstrated experience handling escalations or guiding analysts
• Knowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Excellent verbal and written communication skills
• Customer‑focused approach with strong interpersonal skills.

Shift Pattern:

U.S. Business Hours / Rotational Shifts (Flexible based on business requirements)

Role is onsite and expected to work from officefor 5 days