It Service Desk Analyst

7 days ago

Pune, Maharashtra, India TESTQ Full time ₹ 80,000 - ₹ 1,20,000 per year

NOTE: Only relevant profiles of immediate joiners or those who can join within 15 days will be considered. Others are requested not to apply, as irrelevant profiles will not be shortlisted.

Key Responsibilities Details:-

Incident & Request Handling:-

Provide first-level support by logging, categorizing, and resolving incidents and service requests within SLAs. Ensure timely and accurate updates to tickets. Escalate complex or high-priority issues to L2/L3 teams as needed.

Customer Service:-

Communicate effectively with business users to understand issues and provide status updates. Deliver courteous and professional support over phone, email, or chat. Follow up to ensure issues are resolved satisfactorily.

ITIL Process Compliance:-

Adhere to ITIL processes such as Incident Management, Request Fulfilment, and Change Management. Maintain proper documentation of incidents and service requests. Participate in continuous improvement activities for ticket quality and escalation processes.

Collaboration & Reporting:-

Work closely with other IT teams and stakeholders to coordinate issue resolution. Assist in preparing performance reports and identifying recurring issues. Participate in team meetings and shift handovers to ensure seamless service delivery.

Education:- Bachelors degree in computer science, Information Technology, or related discipline

Experience:- 2-3 years in an IT Service Desk or technical support role

Knowledge:- Basic understanding of the ITIL framework

Skills:- Strong problem-solving, communication, and customer service skills

Tools:- Experience with ticketing tools like ServiceNow, BMC Remedy, or Fresh service, MS Excel, MS Word, MS PowerPoint

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