Business Analyst, Service Desk Reporting & Analytics
Netrix Global (company site, opens in a new tab)5+ yrsPuneOn-siteDirect career pageEst. 12–20 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own customer-facing monthly service desk reports and reviews covering SLA attainment, ticket trends, customer experience, and contact center performance.
- Build and modernize automated Power BI reporting from ServiceNow and contact center data; maintain data quality, KPI consistency, security, and documentation.
- Deliver operational and customer-level financial dashboards for service desk leadership, while keeping internal financial data out of customer-facing reports.
Minimum Requirements
- Work Experience Required: 5+ years in data analysis, business intelligence, operational reporting, or customer reporting.
- Technical skills: Proficiency in SQL and advanced Excel; working knowledge of ServiceNow ITSM and Power BI, including data modeling, DAX, Power Query, and row-level security.
- Education: Bachelor’s degree in a related field or an equivalent combination of education and relevant work experience.
- Schedule and work setup: 1:00 PM–11:00 PM IST; remote/home office, with some travel required.
Ideal Candidate Profile
- Has experience supporting IT service desks, managed service providers, contact centers, or ITSM environments; these are strongly preferred in the JD.
- Can turn operational data into accurate, customer-specific SLA reporting and explain trends and results in service reviews; Power BI Data Analyst, ServiceNow System Administrator, or ITIL Foundation certification is preferred.
- Has built or migrated reports into automated, scalable dashboards and can manage customer and internal reporting priorities against firm monthly deadlines.