Service Desk Analyst

6 hours ago

Mumbai, Maharashtra, India ITC Infotech Full time

Key Responsibilities:

  • Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
  • Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
  • Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
  • User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
  • Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
  • Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
  • Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
  • Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
  • Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
  • Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
  • Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.

Skills & Qualifications:

  • Experience: 1-4 years of experience in a service desk or IT support role.
  • Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
  • Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
  • Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
  • Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
  • Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
  • Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
  • Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.

Educational Requirements:

  • Education: Bachelor¿s degree in information technology, Computer Science, or related field (preferred but not always required).
  • Certifications: Relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ are a plus.

Work Environment:

  • Shifts: May require working in shifts, including nights or weekends, based on operational requirements.
  • Remote Support: Capable of providing remote support if necessary.

  • Deal Desk Analyst

    3 weeks ago

    Mumbai, Maharashtra, India Pepper Content Full time

    About Pepper Pepper Content ( is building a global content marketplace that brings companies and content creators together to scale up content creation processes across 75+ content verticals and 150+ content categories. Over the past 5 years, over 100,000+ freelance content creators have applied to be part of the Pepper network of which we work with the...

  • Deal Desk Analyst

    3 weeks ago

    Mumbai, Maharashtra, India Pepper Content Full time

    About Pepper Pepper Content (www.peppercontent.io) is building a global content marketplace that brings companies and content creators together to scale up content creation processes across 75+ content verticals and 150+ content categories.Over the past 5 years, over 100,000+ freelance content creators have applied to be part of the Pepper network of which...

  • Senior Business Development Manager

    6 hours ago

    Mumbai, Maharashtra, India beBeedeal desk Full time ₹ 13,04,000 - ₹ 20,16,000

    Job Title: Deal Desk AnalystAbout us:">We are a global content marketplace that connects companies and content creators.We have a network of 100,000+ freelance content creators.We work with top customers like Amazon, Airtel, Google, HDFC Bank, Adani, Infosys, and majority of the startup ecosystem.",

  • Deal Desk Analyst

    3 weeks ago

    Mumbai, Maharashtra, India Pepper Content Full time

    About PepperPepper Content (www.peppercontent.io) is building a global content marketplace that brings companies and content creators together to scale up content creation processes across 75+ content verticals and 150+ content categories. Over the past 5 years, over 100,000+ freelance content creators have applied to be part of the Pepper network of which...

  • Service Desk Analyst

    4 weeks ago

    Mumbai, Maharashtra, India ITC Infotech Full time

    Key Responsibilities:- Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.- Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.- Ticketing System Management: Log, prioritize, and...

  • Service Desk Analyst

    4 weeks ago

    Mumbai, Maharashtra, India ITC Infotech Full time

    Job DescriptionKey Responsibilities:- Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.- Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.- Ticketing System Management: Log,...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India ITC Infotech Full time

    Key Responsibilities: Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems. Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations. Ticketing System Management: Log, prioritize, and...

  • Service Desk Supervisor

    4 weeks ago

    Mumbai, Maharashtra, India OMHA TECH Full time

    Job DescriptionCompany DescriptionOMHA TECH is an India-based web design and digital marketing agency that focuses on inspiring design, custom web development, and innovative marketing. We cater to small to any-sized businesses and strive to deliver top-quality services. At OMHA TECH, our mission is to enhance our clients&apos online presence and achieve...

  • Global Service Desk Analyst

    18 hours ago

    Navi Mumbai, Maharashtra, India Apex Group Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully...

  • Service Desk

    4 days ago

    Mumbai, Maharashtra, India ITC Infotech Full time

    Job Summary:As a seasoned Level 1 Service Desk Engineer, you'll be responsible for providing technical assistance and support to end-users, diagnosing, troubleshooting, and resolving hardware and software issues. The role is conducted remotely, primarily using remote desktop tools, phone, or email. The technician ensures timely resolution of incidents,...