Service Desk Analyst

1 day ago

India Potentiam Ltd Full time

Service Desk Analyst Location: Bangalore (Hybrid Work Model) Experience - 4+ Years About the Role: We are looking for a passionate and skilled Service Desk Analyst to join our growing tech team in Bangalore. You’ll work on cutting-edge technologies, solve real-world business challenges, and collaborate with talented professionals across global teams. Key Responsibilities: To provide a channel for users to request and receive standard services, via email, phone and self service, in all supported languages that you are competent in. To maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLAs. To take ownership of user’s incidents and requests and be proactive when dealing with these. Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure. Chase other analysts/the customer for updates on open incidents/requests and regularly update the user on progress. Requirements: Experience in Service desk/ Helpdesk Experience in ITSM tools (ex - Freshdesk/Jira/ HubSpot /Zendesk/ServiceNow/similar) Experience in dealing with customer queries (ex - Ticketing systems/ teams/Phone/Email) Experience in platform (ex-Windows v2010 onwards) Experience in remote control software (team view/Any desk/similar) Experience in Application Support. Proactive, positive, self-starter and team player with a skill of continually improving processes Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function Track record of working in a customer-facing environment Ability to digest complex data and relay it to users in a manageable, clear and concise way Good To have skills: ITIL V3 experience IOS Android experience Compliance experience What We Offer: Comprehensive Health Insurance – your well-being matters as much as your work. Referral Bonus Program – help us bring in top talent and get rewarded. Performance-Based Bonus – your impact and achievements are recognized. Flexible Working Options – hybrid to support your best work. About Potentiam: Founded in 2016 , Potentiam helps global businesses scale efficiently through offshoring services , connecting them with top talent in technology, product development, and digital transformation. We are headquartered in the UK , with additional offices in Brazil, South Africa, Romania, and India (Bangalore & Hyderabad) . Join us to work on challenging projects in a collaborative, innovative environment where your ideas and skills make a difference. Feel free to reach out to us and visit

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