It Service Desk Analyst
4 days ago
Job Title: IT Service Desk Analyst
Department: Service Desk
Location: Bangalore
Reports to: RSDM
Job Type: Full-time
Job Summary:
We are seeking a motivated and customer-oriented IT Service Desk Analyst to join our IT support team. The ideal candidate will provide first-line technical support to end-users, troubleshoot hardware and software issues, and ensure timely resolution of incidents and service requests in accordance with SLAs.
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or service management tools (Sapphire, SAP, CRM).
- Diagnose and resolve technical hardware and software issues by coordinating with OEM, Vendor & Customer.
- Escalate unresolved issues to higher-level support teams when appropriate.
- Track, route, and redirect problems to correct resources.
- Follow up with users to ensure complete resolution of issues.
- Maintain accurate records of user interactions, problems, and steps taken in the service desk ticketing system.
- Support onboarding and offboarding processes, including preparing IT equipment.
- Educate users on standard applications and IT policies.
- Contribute to internal knowledge base and documentation.
Required Skills and Qualifications:
- 13 years of experience in a service desk/help desk role.
- Strong understanding of Windows OS, Microsoft Office Suite, and remote support tools.
- Familiarity with ITSM tools such as Sapphire, SAP, CRM or similar.
- Excellent problem-solving and communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Customer-focused with a positive, helpful attitude.
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