remote
Service Desk Analyst - Frontier Business Systems Pvt Ltd
Software Engineer
Service Desk Analyst responsible for incident, request, and change management using Freshservice and ServiceNow, ensuring SLA compliance, and delivering analytical insights through Power BI, Excel, and PowerPoint.
About the role
Key Responsibilities
- Manage and track incidents, service requests, and changes using Freshservice/Freshworks and ServiceNow.
- Monitor ticket queues, prioritize issues, and maintain SLA compliance.
- Prepare daily, weekly, and monthly IT support reports in Microsoft Excel.
- Create presentations and documentation in Microsoft PowerPoint for management reviews.
- Develop and maintain dashboards and reports in Power BI to analyze support metrics, ticket trends, and service performance.
- Generate trend reports on incidents, SLA adherence, and team performance.
Requirements
- Experience with Freshservice/Freshworks and ServiceNow ticketing systems.
- Proficiency in Microsoft Excel for data analysis and reporting.
- Strong skills in Power BI for dashboard creation and data visualization.
- Excellent communication skills and ability to create clear PowerPoint presentations.
- Detail-oriented with a focus on SLA compliance and process improvement.