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It Service Desk Analyst

It Service Desk Analyst

ti Steps

1 - 3 years

3 - 5 Lacs

hyderabad chennai bengaluru

Posted:2 weeks ago| Platform:

Apply

Skills Required

service desk management it helpdesk it service desk technical helpdesk active directory service now ticketing servicenow ticketing tools service desk itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview:

IT Service Desk Analyst

Key Responsibilities:

End-User Support

Respond to user queries via phone, email, chat, or ticketing system
Diagnose and resolve software, hardware, network, and account access issues
Provide first-level support for desktops, laptops, mobile devices, and applications

Ticketing & Troubleshooting

Record and track incidents and service requests in the ticketing system (e.g., ServiceNow, Jira, Freshservice)
Prioritize and manage multiple open issues simultaneously
Escalate unresolved problems to higher-level technical teams as needed

System Access & Configuration

Assist with user account setup, password resets, and access permissions (Active Directory, Microsoft 365, etc.)
Install, configure, and update software and system tools
Support onboarding/offboarding processes by preparing IT equipment and access rights

Nice-to-Haves:

IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft MCP)
Experience with Active Directory, Exchange, and VPN troubleshooting
Familiarity with Mac OS, mobile device management (MDM), and VoIP systems
Knowledge of ITIL practices and service management workflows

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