Service Desk Analyst

Posted 27 Jun 2019

Bangalore SBS, Karnataka - India

Req Id 193546


A career at our company is an ongoing journey of discovery: our around 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

As a Service Desk Analyst, you will be on the front line of the support architecture. IT Global Service Desk is responsible for capturing specific user problems, recording them and either resolving them through a set of fixed prescribed solutions or escalating as required.


  • Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.
  • Register, Prioritizing and Categorization of ticket and taking remote capture to resolve.
  • Providing ticket number to user via phone, E-mail.
  • Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.
  • Updating users on the ticket progress.
  • Allocation to desk side support if desk side intervention required.
  • Following up of ticket to closure.
  • Reduce Turnaround time and increase computing time.
  • Checking KB for Known errors.
  • Closure of tickets in the CRM tool.
  • Escalating to customer / end users as appropriate.
  • Escalating to next level support.
  • Tracking of mails and logging tickets accordingly.
  • Responding to mails with updates on the same business day.
  • Providing reports as and when required.
  • Logging Incident in other tools if applicable.
  • Preparing Incident checklist.
  • Updating the customer on ticket progress.
  • Generating new articles for Knowledge Base and publishing the same.
  • Provide reference of relevant ticket.
  • Monitor and record the IT downtime for individual / shift.
  • Shift Hand over / take over.
  • Adherence to SLAs and all the KPI metrics derived for individual, Role, program.
  • Improvements to call response / resolution “TAT."

What we offer:  With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at

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