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Service Desk Analyst

Bangalore, Karnataka, India

Job Type

Full Time

About the Role

Key Responsibilities

• The SAM Analyst will serve as primary point of contact for software related requests through the service desk workflow (ServiceNow).
• Enforce SAM policies, processes, and standards, both global and any region-specific to establish adherence and maintain compliance.
• Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of software and components.
• Review new software requests for accuracy and adherence to standards and policies, as well as re-harvest/redeployment opportunities.
• The Analyst would be responsible for collecting information through end user conversation, probing, accessing support tools, and coordinating with additional support teams if needed.
• Assign, reject or re-assign software request tickets, or work with requestors on alternative options, and ensure the necessary data is captured for compliance, procurement, deployment, and customer satisfaction purposes.
• Escalate potential compliance matters, standards or policy deviations, and other software related issues to the Global Services Lead and regional SAM Orchestration Managers.
• Responsible to raise a Purchase Order through Coupa or other procurement tools for new software requests after ensuring the entire lifecycle process is followed.
• Utilization of the Inventory Tool/ Central repository for optimized use of software licenses.
• Facilitates end user communication support
• Creates a positive end user support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling end user with a professional attitude.
• Ensures the end-to-end user experience and acts as a single point-of-contact for the end user.
• Gains knowledge on software, processes and support to increase ability to resolve requests on first contact.
Bachelor's/College Degree in business or technical field (e.g., Computer Science, Management Information Systems, etc.)
• ITIL intermediate certifications are a plus
• 3-4 yrs or graduate entrée trainees
• Strong communication, presentation, and interpersonal skills
• Ability to translate licensing terms and conditions in vendor contracts to license compliance or SAM data requirements
• Proactively identify cost savings opportunities relating to software and software maintenance
• Strong end user service skills
• Self-motivated, goal oriented, and an innovative thinker
• Maintain strong analytic, technical, and troubleshooting skills
• Working experience with IT Service Management tools (e.g., Remedy or ServiceNow)
• Familiar with Microsoft O365 or similar tools
• Continuous improvement attitude – ability to seek out and implement external leading SAM practices


Requirements

Key Responsibilities

 

·         The SAM Analyst will serve as primary point of contact for software related requests through the service desk workflow (ServiceNow).

·         Enforce SAM policies, processes, and standards, both global and any region-specific to establish adherence and maintain compliance.

·         Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of software and components.

·         Review new software requests for accuracy and adherence to standards and policies, as well as re-harvest/redeployment opportunities.

·         The Analyst would be responsible for collecting information through end user conversation, probing, accessing support tools, and coordinating with additional support teams if needed.

·         Assign, reject or re-assign software request tickets, or work with requestors on alternative options, and ensure the necessary data is captured for compliance, procurement, deployment, and customer satisfaction purposes.

·         Escalate potential compliance matters, standards or policy deviations, and other software related issues to the Global Services Lead and regional SAM Orchestration Managers.

·         Responsible to raise a Purchase Order through Coupa or other procurement tools for new software requests after ensuring the entire lifecycle process is followed.

·         Utilization of the Inventory Tool/ Central repository for optimized use of software licenses.

·         Facilitates end user communication support

·         Creates a positive end user support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling end user with a professional attitude.

·         Ensures the end-to-end user experience and acts as a single point-of-contact for the end user.

·         Gains knowledge on software, processes and support to increase ability to resolve requests on first contact.

• Bachelor's/College Degree in business or technical field (e.g., Computer Science, Management Information Systems, etc.)

• ITIL intermediate certifications are a plus

• 3-4 yrs or graduate entrée trainees

• Strong communication, presentation, and interpersonal skills

• Ability to translate licensing terms and conditions in vendor contracts to license compliance or SAM data requirements

• Proactively identify cost savings opportunities relating to software and software maintenance

• Strong end user service skills

• Self-motivated, goal oriented, and an innovative thinker

• Maintain strong analytic, technical, and troubleshooting skills

• Working experience with IT Service Management tools (e.g., Remedy or ServiceNow)

• Familiar with Microsoft O365 or similar tools

• Continuous improvement attitude – ability to seek out and implement external leading SAM practices

About the Company

Cigres Technologies Private Limited is a technology consulting and services company that focuses on helping clients resolve their significant digital problems and enabling radical digital transformation using multiple technologies on premise or in the cloud. The company was founded with the goal of leveraging cutting-edge technology to deliver innovative solutions to clients across various industries.

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