Analyst I, IT Service Desk

Job Description

In our always on world, we believe it s essential to have a genuine connection with the work you do. Due to continuous growth, CommScope is looking to hire Analyst, IT Service Desk to be based at our site in Hyderabad . The Analyst, IT Help Desk provides first-level technical support via chat, phone, email, and remote assistance for workstation hardware, software, mobile devices, network connectivity, and audio/video conferencing systems. The role involves account administration, software installation, and routine IT tasks while resolving basic technical issues and escalating complex problems to upper-tier support or the IT Service Desk Supervisor. How Youll Help Us Connect the World: Delivering 24x7x365 IT support, working in rotating shifts. Diagnose and troubleshoot hardware, software, network, and application-related issues. Manage user accounts, permissions, and access control. Leverage ITIL best practices to ensure smooth incident and request management. Utilize Service Desk tools like ServiceNow, Cisco Finesse, and Bomgar for ticketing and resolution tracking. Document service requests, applied fixes, and resolutions in the ticketing system. Support critical incidents, automation initiatives, and process improvements. Assist with onboarding new users, training, and Service Desk knowledge management. Participate in problem management, audits, reporting, and quality control efforts. Ensure customer satisfaction through effective communication and problem-solving. Required Qualifications for Consideration: Bachelor s Degree: Preferably with 3+ years of experience in IT support or help desk environments. Experience in IT troubleshooting (hardware, software, networking, mobile devices). Familiarity with Service Desk and ticketing systems (e.g., ServiceNow, Bomgar). Strong communication skills, critical thinking, and customer-focused problem-solving. Understanding of Windows OS, Active Directory, endpoint management, and workstation support tools. ITIL Foundation certification (preferred) and experience following ITIL best practices. Ability to work independently and collaboratively in a global IT support team. Flexible shift rotations to maintain 24x7x365 service coverage. You Will Excite Us If You Have: Hands-on IT support experience, ticketing tool experience, Strong Analytical & Reporting Skills and excellent communication. What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https: / / jobs.commscope.com / content / How-We-Hire / ?locale=en_US