ServiceDesk Analyst

We are looking for an experienced ServiceDesk Analyst with 5 years of expertise in IT support and customer service. The ideal candidate will deliver high-quality technical support, ensure SLA adherence, and drive service excellence across multiple channels.

● Provide L1/L2 support for incidents, requests, and service queries via phone, email, chat, and portal.

● Prioritize, troubleshoot, and resolve issues related to hardware, software, networks, and enterprise applications.

● Ensure timely escalation of unresolved issues to appropriate support teams.

● Monitor ticket queues and enforce SLA compliance for all incidents and requests.

● Validate and follow up on aging tickets to ensure timely closure and avoid SLA breaches.

● Maintain and update knowledge base articles and process documentation.

● Collaborate with cross-functional teams to enhance user experience and service delivery.

● Drive ServiceDesk initiatives and collaborate with stakeholders to take them forward.

● Minimum 5 years of ServiceDesk / IT Support experience.

● Strong knowledge of ITIL processes (Incident, Request, Problem, Change).

● Hands-on experience with ITSM tools (ServiceNow preferred).

● Proficiency in Windows, Office 365, remote troubleshooting, and other enterprise applications.

● Excellent communication and interpersonal skills with a customer-first mindset.

● Ability to work in shifts and under pressure while maintaining professionalism.

● ITIL Foundation certification.

● Experience in automation, self-service portals, or AI-driven support tools.

● The role requires working from the office as per shift requirements.