Service Desk Analyst 1
2 days ago
Dear All,
We are hiring for one of our client for the Service Desk analyst role.
Location : Hyderabad, Financial District, Nanakramkuda.
Responsibilities:
- Act as the first point of contact for users reporting IT issues or requesting services.
- Log, categorize, and prioritize incidents and service requests in the ITSM tools.
- Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
- Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
- Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
- Ensure accurate documentation of all user interactions and solutions provided.
- Follow ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
- Maintain awareness of service desk procedures, SLAs, and support protocols.
- Participate in shift-based rotations to ensure 24x7 coverage where required.
- Provide excellent customer service and maintain a high level of user satisfaction.
- Assist in identifying recurring issues and contribute to knowledge base updates.
Experience:
- 2-5 years of experience in an IT support/help desk environment.
- Exposure to ticketing system (ServiceNow).
- Experience supporting end-users remotely in a fast-paced environment.
Education:
- Bachelors degree in Information Technology, Computer Science, or related field.
- Equivalent work experience may be considered in lieu of formal education.
Skills:
- Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
- Excellent troubleshooting and problem-solving abilities.
- Strong verbal and written communication skills.
- Ability to multitask and handle a high volume of support requests.
Customer-focused attitude with a calm and patient demeanor.
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