IT Help desk - Sr. Process Executive

• Candidate Expectations
• Candidate Location - Anywhere
• Skills - Technical troubleshooting, Operating systems, Networking basics
• Diversity- No .
• Education and Certification / Qualification:
• Any degree Specific Remarks: Distance education not accepted.
• Certification: Not Applicable.

Detailed Job Description

• The Application Help Desk Analyst is responsible for providing comprehensive technical and functional support to business users across a suite of enterprise applications, including both commercial off-the-shelf (COTS) and custom-developed systems.
• This role serves as a primary point of contact for user inquiries, incidents, and service requests, ensuring timely resolution and high-quality user experience within a 24x7 operational environment.
• The Analyst possesses a strong understanding of application features, workflows, and system integrations, enabling effective troubleshooting and collaboration with downstream teams such as application support, product, and engineering.
• In addition to resolving issues, the role plays a key part in enhancing application usability, improving support processes, and contributing to knowledge management and program governance.

Skill Set Required:

• Minimum 1+ years of experience in International technical voice process(inbound), with proven exposure to working closely with product and engineering teams to troubleshoot, escalate, and resolve issues effectively.
• Strong working knowledge of incident and project management tools such as ServiceNow (SNOW), DevOps ADO, or equivalent platforms, including ticket creation, categorization, prioritization, and lifecycle management.
• Demonstrated ability to quickly learn and adapt to new technologies, products, and features, with a strong customer-centric mindset to translate technical concepts into practical solutions.
• Excellent written communication and documentation skills, with the ability to clearly explain complex technical information in a concise and easily understandable manner for non-technical audiences.
• Proven customer service orientation, with a strong focus on empathy, professionalism, responsiveness, and issue ownership.
• Ability to thrive in a fast-paced, demand-driven environment, effectively managing multiple requests and priorities while meeting SLAs and stakeholder expectations.
• Fluency in English (written and verbal) is mandatory, with strong presentation and interpersonal communication capabilities.
• High level of emotional intelligence, including active listening skills, sound judgment, and the ability to respond diplomatically and effectively in challenging situations.
• Familiarity with reporting and data analysis, including hands-on experience with MS Excel and visualization tools such as Tableau, to support operational insights and performance tracking.
• Exceptional attention to detail with a strong commitment to quality, accuracy, and continuous process improvement.
• Willingness to work in a 24x7 operational model with rotational shifts and weekly off schedules.
• Willing to work in a completely Work from Office work model .

Key Skills

• Windows troubleshooting, Hardware troubleshooting, ticketing systems, Troubleshooting methodology.
• Other Specific Remarks / Additional Requirements:
• Proper documents for entire career and PF Form 16 Mandatory.