It Service Desk Analyst

2 days ago

Bengaluru, Karnataka, India Frontier Full time ₹ 6,00,000 - ₹ 12,00,000 per year

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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