Unisys is hiring For Sr Technical Service Desk Analyst - ILCM

Unisys; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Unisys in Hyderabad, India, is looking for a Service Delivery Specialist to manage the end-to-end lifecycle of incidents and requests, ensuring seamless ownership and SLA compliance. The role requires driving backlog reduction and daily governance of open tickets.

You will collaborate with resolver teams to meet customer expectations, provide escalation for SLA misses, and leverage ITIL practices. Strong Excel skills and ITIL experience preferred.

Qualifications

• Experience with ITIL framework and service desk operations.
• Strong analytical and problem-solving abilities for service delivery.
• Excellent communication with customers and stakeholders.
• Experience in SLA-based environments and meeting service levels.
• Good interpersonal and presentation skills for cross-team collaboration.

Responsibilities

• Manage end-to-end lifecycle of incidents and requests with ownership and SLA monitoring.
• Reduce backlog of long-running tickets.
• Drive the support organization to adhere to incident-resolution SLAs.
• Identify and collaborate with resolver teams to address ticket backlog.
• Provide escalation mechanism for SLA misses and governance on open tickets.

Skills

ITIL Framework

Analytical skills

Effective Customer Communication

Experience in SLA based environment

Interpersonal and Presentation skills

Tools

MS SQL

MS Access

Minitab

MS Excel

Job description

Key Responsibilities

• Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
• Reduce backlog of long running tickets
• Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
• Identify and collaborate with teams/resolver groups which carry ticket backlogs
• Provide an escalation mechanism for structural misses of SLAs.
• Daily governance on open ticket management

Key Qualifications

• Experience & knowledge of ITIL Framework
• Min 4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management
• Complete understanding and application of IT Infrastructure support and industry best practices.
• Core Competencies:
  
• Excellent Analytical skills
• Effective Customer Communication
• Experience in SLA based environment.
• Exposure to ITIL based work environment.
• Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial
• Advance MS Excel skills
• Understanding of service desk environment and its day-to-day operations
• Ability to document SOPs/Technical documents
• An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions
• Good interpersonal and Presentation Skills