Control Risks

Service Delivery Analyst

Join Control Risks as a Service Delivery Analyst in Delhi. Leverage ServiceNow for IT incident management, support, and customer service. 3+ years IT experience required. Competitive salary and global exposure.

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Direct Hire
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Mid-Level
ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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Governance, Risk, and Compliance
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IT Asset Management
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IT Service Management
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Incident Management
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Knowledge Management
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Service Catalog
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Virtual Agent
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
February 20, 2025

The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits, providing high-level customer service and solutions in a timely manner. The role involves working in a busy team, providing 24 by 7 support for a global user base.

Requirements

  • ServiceNow Global Queue Management – Assign and monitor incidents and requests in the ServiceNow ITSM toolset to meet predefined SLA targets.
  • Responsible for providing IT support via telephone, remotely or on-site.
  • Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.
  • MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.
  • Request Management – Deliver on service requests through the request fulfilment process.
  • Knowledge Management - Create and share knowledge through effective documentation.
  • SOP process adherence – Demonstrate a key understanding of standard operating procedures.
  • Hardware Support – Troubleshoot hardware incidents and complete hardware requests.
  • Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.
  • Smartphone provisioning and support – Support mobile device hardware and software setup.
  • Windows device administration – Troubleshoot and manage device security compliance through applications such as Microsoft InTune.
  • Joiners, Movers & Leavers – Fulfil remote and onsite laptop provisioning and retrieval where applicable.
  • Microsoft Office 365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.
  • User Permissions – Update and manage user permissions requests on IT services.
  • Active Directory management – Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.
  • Azure administration – Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.
  • Application Support – Provide first level support for a suite of enterprise solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • IT Procurement – Engage with regional vendors to order approved hardware.
  • IT Asset Management – Plan and manage the relationships and attributes of all assets in the IT estate.
  • Security incident management – Monitoring, detect, and respond to security events within the IT estate.
  • Secure disposal of IT equipment – Execute the secure disposal of IT equipment through regionally approved vendors.

Benefits

  • Competitive salary and benefits package
  • Opportunity to work with a global company
  • Collaborative and dynamic work environment

Requirements Summary

3+ years working experience in an IT Service Desk or Helpdesk role, qualified up to ITIL Foundation level or a graduate with a relevant IT degree