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Procore

Senior Service Desk Analyst

IN - India - Bangaloreonsitesenior

Posted today · via Workday

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About this role

Job Description: The Senior Service Desk Analyst acts as a technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope, and driving process and quality improvements. This role combines hands-on technical resolution, ensuring SLA adherence, high customer satisfaction, and continuous improvement across the service desk function. Key Responsibilities: • Serve as a senior point of contact and technical escalation path for complex or high-priority IT incidents and service requests received via phone, email, chat, or ticketing systems. • Review, re-prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets.…

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What we'd score you on

reqspace match rubric

Five dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.

1

Skills match

For this role: jira, slack, teams, zoom, okta

2

Level fit

This role is senior-level. We check your trajectory against it.

3

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

4

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

5

Location fit

This role is based in IN - India - Bangalore. We weight your proximity and willingness to relocate.

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Skills in this role

Pulled from the job description. These are the keywords we'll weight when scoring your fit.

jiraslackteamszoomokta

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