Analyst - Service Desk

As an Analyst at Sirion in Gurgaon, you will play a crucial role in providing Level 1 support for the Sirion product to customers worldwide. Your responsibilities will include monitoring the ticket queue, handling service requests, providing technical assistance, and ensuring adherence to service level agreements. You will be operating in a 24x7x365 environment, supporting users via chat/online bot, and collaborating with teams across different regions. Your day-to-day tasks will involve monitoring ticket queues, supporting L1 requests, categorizing tickets for routing, representing Sirion in tracking serviceability and product quality issues, and working on a rotational basis. Additionally, you will assist in issue closure, coordinate with various teams globally, escalate unresolved issues to the product and engineering teams, and create process documentation and knowledge articles. To excel in this role, you should hold a degree in technical education/computer science and have 3-6 years of work experience in technical, customer support, or SaaS product/application support roles. You should be well-versed in ITSM processes, have excellent communication skills, and possess good time management and organizational abilities. If you are passionate about contributing to a global team, handling challenging technical queries, and ensuring customer satisfaction, we invite you to apply for this exciting opportunity at Sirion. Visit our Careers Page to submit your application and take the first step towards becoming a part of our diverse and inclusive team.,