Service Desk Operations Analyst
REPORTS TO
Service Desk Manager
LOCATION
Pune (India)
SALARY
To be discussed
The Opportunity
We are seeking a detail-oriented Service Desk Operations Analyst to join our Pune team. This is a
backend operations role supporting our UK-based Service Desk. While you will not be handling inbound
calls, you will interact regularly with UK agents and technical teams via Jira, email, and internal
collaboration tools to manage and progress tickets effectively.
You will be responsible for maintaining the health of our Jira Service Management platform, actively
managing and resolving tickets where appropriate, overseeing the ticket backlog, and producing
performance reporting to support the UK Service Desk Manager.
Key Responsibilities
- Ticket Management & Resolution: Actively monitor and manage tickets within Jira Service Management. Progress, update, and where appropriate resolve tickets directly. Engage with UK agents and resolver groups via written communication to obtain updates, clarify information, and ensure tickets move efficiently through the defined workflow in line with SLAs.
- Backlog & Queue Management: Maintain oversight of the Service Desk queue to ensure tickets are correctly categorized, prioritized, and assigned to the appropriate technical teams. Proactively manage workload distribution and prevent backlog accumulation.
- Data Hygiene & Quality Control: Review aged or “stale” tickets, follow up with relevant stakeholders for status updates, and ensure all required fields and documentation are accurately maintained to support reporting and compliance.
- Reporting & Analytics: Produce daily, weekly, and monthly reports covering ticket volumes, SLA adherence, breach analysis, agent performance, and trend insights using Jira dashboards and Excel.
- Process & Workflow Improvement: Identify bottlenecks or recurring issues within the ticket lifecycle and recommend workflow or process enhancements to improve efficiency and SLA performance.
- Jira Administration Support: Support basic Jira administration activities, including creating and maintaining filters, updating dashboards, assisting with workflow refinements, and managing user access permissions.
The Successful Candidate
- Experience: 2–4 years of experience in an IT Service Desk or IT Operations environment.
- Technical Skills: Strong proficiency in Atlassian Jira (Jira Service Management) is mandatory. Experience with JQL (Jira Query Language) is highly preferred.
- Analytical Skills: Advanced Microsoft Excel skills (Pivot tables, VLOOKUP) for data reporting.
- Methodology: Understanding of ITIL processes (Incident, Request, and Problem Management).
- Communication: Excellent written English skills for internal communication with UK stakeholders.
Personal Attributes
- Strong written and verbal communication skills, capable of translating technical details for non-technical audiences.
- Effective time management with the ability to multitask and prioritize deliverables.
- A collaborative mindset with a passion for innovation and learning.
- Problem solver with a proactive approach to identifying and resolving complex challenges.