Service Desk Analyst
4 weeks ago
Salary : 15 - 20 LPA
Client : Birla soft
Excellent Communication skills are required - Major support will be Voice based
Skill : Service Desk Analyst
No of positions : 15
Years of experience : 5-7 yrs minimum
Location : Mumbai/Pune
Job Summary :
We are seeking a skilled and customer-focused IT Service Desk Analyst to join our international support team. The ideal candidate will provide first-line technical support to users across multiple regions, ensuring timely resolution of IT issues and maintaining high levels of customer satisfaction.
Key Responsibilities :
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
- Diagnose and resolve hardware, software, network, and application issues.
- Escalate unresolved issues to appropriate internal teams or third-party vendors.
- Monitor and manage service desk tickets to ensure SLAs are met.
- Provide support for international users across different time zones and languages.
- Maintain accurate documentation of issues, resolutions, and procedures.
- Assist in onboarding/offboarding processes including account setup and hardware provisioning.
- Collaborate with global IT teams to ensure consistent support and knowledge sharing.
- Participate in continuous improvement initiatives and contribute to the knowledge base.
Required Qualifications :
- Bachelor's degree in computer science, Information Technology, or related field.
- 5+ years of experience in a technical support or service desk role.
- Strong knowledge of Windows/Mac OS, Microsoft 365, VPNs, and remote desktop tools.
- Familiarity with ITSM tools (e.g., ServiceNow).
- Excellent communication skills in English; additional languages are a plus.
- Ability to work in a fast-paced, multicultural environment.
- Strong problem-solving and analytical skills.
Work Schedule :
Rotational shifts to support global operations, including weekends and holidays as needed.
Communication & Language Round - This initial round assesses the candidate's communication skills, grammar, pronunciation, and overall confidence in using English effectively.
Technical Round : Candidates who clear the first round proceed to a technical interview, where their domain knowledge and problem-solving abilities are evaluated.
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