Service Desk Analyst

Role Overview

As a Service Desk Analyst, you will be the first point of contact for users reporting technical issues via phone, email, or chat. You will provide first-level troubleshooting, document solutions, escalate complex cases to higher-level teams, and ensure issues are resolved within defined SLA timelines.

Key Responsibilities

• Act as the first point of contact for user-reported technical issues.
• Record and track interactions in the ticketing system (calls, emails, chats).
• Perform first-level troubleshooting using available resources before escalation.
• Escalate issues beyond scope to Level 2 support with proper documentation.
• Ensure timely response and resolution within SLA timelines.
• Document learnings, create and update knowledge base articles.
• Communicate priority issues to stakeholders and coordinate until resolution.
• Support colleagues during high-volume times and mentor new associates.

Technical Skills Required

• Voice, Email, and Chat Handling – professional communication and multitasking.
• Infrastructure Monitoring – understanding of system components and alerts.
• Microsoft Exchange – configuration and troubleshooting.
• Active Directory (AD) – user management, proxy, DNS, group policy.
• Networking – LAN setup, routing, switching basics.
• Desktop Security – antivirus deployment, patch management.
• Hardware & Devices – laptops, desktops, mobile devices, printers.
• Remote Troubleshooting – desktops, laptops, networks, and mobile devices.
• ITSM Tools – ServiceNow, BMC Remedy, HPSM, CA Service Desk, monitoring tools.
• MS Office & O365 – support, troubleshooting, and administration.
• ITIL Framework – knowledge of incident and service desk management processes.

Key Performance Indicators (KPIs)

• Respond to all user contacts within defined turnaround times.
• Resolve all Level 1 incidents within SLA.
• Ensure proper ticket logging, classification, and coding.
• Take ownership of tickets in colleagues’ absence.
• Contribute to knowledge sharing and mentor new hires.
• Proactive assistance during peak workloads.

Qualifications & Experience

• High School, Graduate, Diploma, or IT-related education.
• Freshers with strong communication and IT knowledge are encouraged to apply.
• 1–2 years of relevant experience preferred for mid-level roles.
• 2+ years of experience required for senior roles.
• Must be flexible to work in a 24/7 environment.

Areas of Support

• Active Directory User Management (account unlocks, password resets, access).
• Microsoft Office & O365 support (Excel, Outlook, updates).
• Hardware support (desktops, laptops, printers, accessories).
• Network connectivity (LAN alerts, downtime, timeouts).
• Server events (downtime, outages, traffic).
• Virus & malware troubleshooting.
• Email configuration & issues (send/receive, recovery, backup).
• VOIP, VPN, Citrix, Skype, Salesforce, SharePoint support.
• Mobile device management (iPhone, smartphones).
• Software & hardware requests (licensed software, laptops, monitors, accessories).

Competencies

• Strong communication skills with the ability to engage international customers.
• Experience in service desk or technical support roles.
• Knowledge of ITIL processes and incident management.
• Strong documentation skills for knowledge sharing.
• Ability to lead bridge calls and coordinate in resolving high-priority issues.

Job Type: Full-time

Pay: ₹20,000.00 - ₹32,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• Do you have experience in handling technical troubleshooting (desktop, laptop, or network issues)?
• Have you worked with ITSM tools such as ServiceNow, BMC Remedy, or HPSM? (Freshers can answer “No” and still be considered)
• Are you familiar with Active Directory (AD), MS Office/O365, or basic networking concepts?

Language:

• English (Required)

Location:

• Noida, Uttar Pradesh (Required)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)
• Overnight Shift (Required)

Work Location: In person