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Service Desk Analyst

4 months ago

india AVASO Technology Solutions Full time

Job Title: Ticket Coordinator

Location: Mohali

Full/Part Time: Full-Time

Regular/Temporary: Regular

Job Summary:


The Service Desk Analyst will be responsible for providing first-line support to users, troubleshooting and resolving IT-related issues, and ensuring a high level of customer satisfaction. The ideal candidate will have 1.5 to 2 years of experience in a similar role, with strong problem-solving skills and a customer-centric approach.


Key Responsibilities:


  • Serve as the first point of contact for users seeking assistance.
  • Diagnose, and resolve hardware, software, network, and other IT-related issues.
  • Log and track all support requests in the service desk system, ensuring accurate and detailed documentation.
  • Escalate complex issues to appropriate IT team members or third-party vendors when necessary.
  • Provide timely updates to users on the status of their requests and ensure issues are resolved within agreed SLAs.
  • Maintain a high level of customer satisfaction by providing friendly, professional, and efficient support.


Requirements :


  • Diploma in engineering or University Graduate (Technical University Degree is an advantage).
  • 1.5 to 2 years of experience in a Service Desk or IT Support role.
  • Knowledge of common business software applications, including Microsoft Office Suite.
  • Familiarity with ticketing systems and IT service management best practices.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  • Customer-focused attitude with a strong commitment to providing high-quality support.
  • Ability to work both independently and as part of a team.


Preferred Qualifications:


  • ITIL Foundation, or other relevant certifications will be added advantage
  • Experience with Active Directory, Office 365, or other common enterprise IT systems.