Service Desk - ITSM Analyst jobs in Pune at Varian Medical Systems

Together, we can beat cancer.

At Varian, we bring together the worlds’ best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions. If you want to be part of this important mission, we want to hear from you.

Position Summary

Act as a Senior Service Desk Agent of the Global Service Desk as part of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self-service tickets. Willingness to work in all different shifts of a 24x7 support organization.
Mandatory Skills: -

Core ITIL v4 Foundation and understanding of all the ITIL Processes. (Certification is a must)

Excellent communication skills in English.

Excellent documentation skills

Well versed in Excel and PowerPoint.

Customer Experience mindset.

Team player.

Job Summary

Receive, manage and record IT help desk requests either by telephone, Email or ticketing system.
Detailed knowledge of Incident, Problem, Change and Knowledge Management.
Excellent communication skills and confidence to drive Major Incident’s.
Auditing of tickets and providing feedback to the respective team members.
Managing all assigned tickets within SLA.
Must have Managed and worked as a Incident / Problem / Change co-coordinator in past.
Logging / tracking all incident and service request tickets through the ticketing tool.
Maintain appropriate ticket documentation and other operational activities
Updating/tracking the status of the incidents in Service Desk tool.
Coordination with all team members for stringent Incident management, Change management.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Preparing weekly and Monthly status report.

Candidate Profile

Mandatory Skills: -

Core ITIL v4 Foundation and understanding of all the ITIL Processes. (Certification is a must)
Excellent communication skills in English.
Excellent documentation skills
Well versed in Excel and PowerPoint.
Customer Experience mindset.
Team player.

Preferred – Scripting / Coding Knowledge Preferred. Example Python/Batch/Power Shell

Qualification- Graduate

Job Type: Full-time

Working Hours: 24x7 (Rotational shift)

Experience Level- 2 to 5 Year’s

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.