Senior Service Desk Analyst

DroneDeploy, Inc.; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

DroneDeploy, Inc. is seeking a Senior Service Desk Analyst to act as a technical escalation point within the IT Service Desk.

You will handle complex incidents beyond first-line support, drive SLA adherence, and push for continuous improvement across the service desk function. You will review tickets, re-prioritize workloads, and provide advanced troubleshooting for hardware, software, network, and applications.

Qualifications

• Bachelor's degree or diploma in IT/CS or related field required.
• 3-5 years in IT Service Desk, Help Desk, or Tech Support with escalations experience.
• Familiarity with ITSM tools like ServiceNow, Jira or similar.

Responsibilities

• Act as senior escalation point for complex incidents and requests.
• Review, re-prioritize, and reassign tickets to ensure SLA compliance.
• Provide advanced troubleshooting for hardware, software, network, and apps.
• Mentor and train junior analysts; lead shift handovers and team huddles.
• Monitor queues and SLAs; drive improvements and knowledge-base updates.
• Coordinate with Level 2/3 teams and support major incidents as needed.

Skills

Verbal communication

Written communication

Customer focus

Leadership / training ability

Education

Bachelor's degree or diploma 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:
  • Advanced account, identity, and access management issues (Okta)
  • Microsoft 365 administration-level support / Google Workspace Administration (mailbox, licensing, and configuration issues)
  • VPN, network connectivity, and remote access troubleshooting
  • Endpoint, OS, and peripheral device issues requiring deeper diagnostics
  • 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 office for 5 days