VU

Program Analyst-IT, IT Service Desk

Bangalore ₹1-2 LPA Posted 17 Jun 2025

FULL TIME

Incident Management

It Support

Manage IT deliverables for Voice support across multiple shifts with rotational weekly offs
Maintain close working relationships with IT support teams, IT service management, business, and IT security teams to ensure prompt and appropriate management of user access requests and incidents
Process client requests in line with the organization's security policies and existing mainframe access control lists
Display the highest standards of professionalism, email etiquette, and ownership in handling each request and driving it to resolution
Work in cohesion with the team to effectively manage requests and sub-tasks
Manage deliverables for Voice and Chat support, including access provision on systems within the scope of the offshore team
Route requests to resolution groups when incidents are outside the offshore team's scope
Monitor the status and progress toward resolution of all open incidents
Provide access as per user requirements and keep requestors informed on progress
Assign incidents and escalate process-related matters when necessary
Coordinate with other support teams for issue closure
Communicate with Aviva employees, including contractors and vendors, via telephone, email, and other electronic communications regarding requests and their resolution
Collaborate with sister departments to complete requests while retaining ownership and being the face of AVIVA IT division to employees