Sr Technical Service Desk Analyst - ILCM

What success looks like in this role:

• 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

  #LI-BN1

You will be successful in this role if you have:

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