Teva Reporting MIS Lead-Data Analyst 

India, Karnataka, Bengaluru 

645877243

1. Manage all the reporting requirement(s) of the service desk(s), placed in 2-3 time zone locations.3. Analyze operational requirements for new and current processes, work with stakeholders for driving process improvements.
4. Perform analysis research, suggest improvement(s) and find resolution of business problems.

1. Collect and analyze service desk data: Gather data from various sources (ticketing systems, call logs, surveys, etc.) to identify trends, patterns, and areas for improvement in service desk performance.
2. Develop and maintain reports and dashboards: Create visualizations and reports to track key metrics such as first call resolution, average handling time, customer satisfaction, and incident volume.
3. Identify root causes of recurring issues: Use data analysis techniques to pinpoint the underlying reasons for common problems and recommend solutions to prevent them.
4. Forecast service desk demand: Analyze historical data and trends to predict future service demand and ensure adequate staffing and resources.
5. Present findings and recommendations: Communicate data insights and recommendations to service desk management and other stakeholders in a clear and concise manner.1. Identify opportunities for process improvement: Analyze service desk workflows and procedures to identify bottlenecks and areas for increased efficiency.
2. Develop and implement process changes: Collaborate with service desk management to implement changes based on data analysis and best practices.
3. Evaluate the effectiveness of implemented changes: Monitor key metrics to determine the impact of process improvements and make further adjustments as needed.
4. Contribute to the development of service level agreements (SLAs): Use data analysis to establish realistic and achievable SLAs.1. Work closely with service desk management and staff: Collaborate with service desk personnel to understand their needs and challenges and provide data-driven insights.
2. Communicate effectively with stakeholders: Clearly communicate data findings and recommendations to various audiences, including technical and non-technical stakeholders.
3. Strong presentation and influencing capabilities
4. Build relationships with other teams: Collaborate with other departments, such as IT and customer support, to share data and insights.1. Utilize service desk software and reporting tools: Be proficient in using service desk platforms and reporting tools to extract, analyze, and visualize data.
2. Apply data analysis techniques: Have a strong understanding of statistical methods and data analysis techniques.
3. Use data visualization tools: Be able to create charts, graphs, and other visual representations of data to effectively communicate insights.

• Expert knowledge on MS-Excel
• Basic MS-Excel - Data entry and formatting, simple formulas, presenting data in basic visual charts, sorting and filtering data
• Intermediate MS-Excel – Intermediate level formulas and functions, Creating charts and graphs, Data tables and what-if analysis, Formula tab and Functions library, Using formulas to manipulate basic data
• Advanced MS-Excel - Applying advanced formulas, extract insights from data, Auto filter, Record and edit macros, etc.
• Experience with Qlik Sense (preferable) or any similar data analysis platforms
• Working experience with a Data analytics tool, creating dashboards on the same
• Strong communication (verbal and written), presentation and influencing skills
• Strong analytical and problem-solving skills.
• High level of maturity and ability to interact with stakeholders at multiple levels.
• Strong focus on data quality and attention to detail
• 5+ years' experience as a Reporting Analyst, as part of a service desk or a call center.
• Strong written and oral communication skills: English – reading, writing, speaking; any additional language - a plus