Service Desk Analyst

3 weeks ago

Hyderabad, India HTC Global Services Full time

About The Role
We are seeking an Service Desk Analyst (L1 Desk) with
minimum 2+ years of experience in an IT support/help desk environment.
Requirements

  • Exposure to a ticketing system for example ServiceNow and Remedy.
  • Act as the first point of contact for users reporting IT issues or requesting services.
  • Log, categorize and prioritize incidents and service requests in the ITSM tools.
  • Expertise in Troubleshooting and resolving technical issues related to hardware, software, networks and user accounts.
  • Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
  • Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
  • Ensure accurate documentation of all user interactions and solutions provided.
  • Following ITIL-aligned processes such as Incident Management, Request Fulfilment and Access Management.
  • Maintaining awareness of service desk procedures, SLAs and support protocols.
  • Participate in shift-based rotations to ensure 24x7 coverage where required.
  • Providing excellent customer service and maintain a high level of user satisfaction.
  • Assist in identifying recurring issues and contribute to knowledge base updates.
  • Experience supporting end-users remotely in a fast-paced environment.
  • Equivalent work experience may be considered in lieu of formal education.
  • Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
  • Ability to multitask and handle a high volume of support requests.
  • Customer-focused attitude with a calm and patient demeanor.

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