Service Desk Analyst

Job Description

Service Desk Analyst

\n

Location: Hyderabad

\n

Experience: 1-3 years

\n

Immediate Joiners Preferred.

\n

Shift: 24/7

\n

Work Mode: Hybrid

\n

\n

For Immediate response, Kindly share resumes to [email protected] with Sub of "SD" along with notice period.

\n

\n

I Round – Communication Skill Checks

\n

II & III – Technical

\n

\n

Job Summary

\n

The Service Desk Agent serves as the first point of contact for end users seeking technical assistance. The role is responsible for providing Level 1 support, troubleshooting IT-related incidents and service requests, ensuring timely resolution, maintaining high customer satisfaction, and adhering to SLA commitments. The Service Desk Agent manages incidents through phone, chat, email, and self-service channels while documenting and escalating issues when required.

\n

\n

Key Responsibilities

\n

Incident & Request Management

\n

\n
• Act as the primary point of contact for IT support requests.
\n
• Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
\n
• Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.
\n
• Provide first-call resolution whenever possible.
\n
• Escalate unresolved incidents to appropriate support teams following escalation procedures.
\n
• Monitor and follow up on open tickets until closure.
\n

\n

Customer Support

\n

\n
• Deliver exceptional customer service through phone, chat, email, and remote support channels.
\n
• Keep users informed regarding ticket status and expected resolution timelines.
\n
• Ensure customer interactions are professional, courteous, and solution-oriented.
\n

\n

Technical Support

\n

\n
• Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.
\n
• Perform password resets, account unlocks, and basic access management activities.
\n
• Utilize remote support tools to diagnose and resolve issues efficiently.
\n

\n

Knowledge Management

\n

\n
• Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue resolution.
\n
• Contribute to the creation and update of KBAs based on recurring incidents and solutions.
\n
• Share knowledge and best practices with team members.
\n

\n

Service Excellence & Compliance

\n

\n
• Adhere to SLA, KPI, and quality standards.
\n
• Maintain accurate ticket documentation and activity logs.
\n
• Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
\n
• Ensure compliance with information security and organizational policies.
\n

\n

\n

Required Skills & Qualifications

\n

Education

\n

\n
• Bachelor's Degree in Computer Science, Information Technology, or related discipline.
\n
• Equivalent technical certifications may be considered.
\n

\n

Technical Skills

\n

\n
• Knowledge of Windows OS, Microsoft Office/Microsoft 365.
\n
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
\n
• Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
\n
• Familiarity with ITIL framework and Service Desk operations.
\n

\n

Soft Skills

\n

\n
• Strong customer service orientation.
\n
• Excellent verbal and written communication skills.
\n
• Analytical and problem-solving abilities.
\n
• Ability to work in a fast-paced environment and manage multiple priorities.
\n
• Strong teamwork and collaboration skills.
\n

\n

\n

Preferred Qualifications

\n

\n
• ITIL Foundation Certification.
\n
• Microsoft Certifications (M365, Azure Fundamentals).
\n
• 1-3 years of Service Desk, Help Desk, or Technical Support experience.
\n

\n