It Service Desk Analyst

Teleperformance (TP)

1 - 4 years

1 - 4 Lacs

hyderabad

Posted:22 hours ago| Platform:

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Skills Required

windows os ip ticketing tools tcp ip networking office tcp azure servicenow dns jira active directory dhcp dhcp server remedy dns server azure active directory itil framework

Work Mode

Work from Office

Job Type

Full Time

Job Description

IT Service Desk Analyst

Key Responsibilities

Provide L1 IT support to EMEA users via phone, email, chat, and ticketing tools
Troubleshoot issues related to desktops, laptops, OS, applications, and network connectivity
Support Windows OS, MS Office 365, Outlook, VPN, printers, and collaboration tools
Perform Active Directory tasks: password resets, account unlocks, access provisioning
Log, prioritize, and manage incidents/service requests using ITSM tools
Escalate complex issues to L2/L3 teams with proper documentation
Follow ITIL processes for Incident, Request, and Problem Management
Maintain knowledge base articles and standard operating procedures
Meet SLA and KPI targets while ensuring high customer satisfaction
Communicate effectively with users from diverse EMEA cultures

Required Skills & Qualifications

Bachelors degree in IT, Computer Science, or equivalent experience
Strong
English communication skills
(verbal & written)
1–4 years of experience in IT Service Desk / Technical Support
Hands-on experience with:

Windows OS & Office 365
Active Directory & Azure AD (basic)
Networking fundamentals (DNS, DHCP, TCP/IP)

Experience using ticketing tools (ServiceNow, Remedy, Jira, etc.)
Knowledge of ITIL framework

Preferred Skills

ITIL Foundation certification
Experience supporting international (EMEA) clients
Knowledge of remote support tools
Exposure to cloud-based environments

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