Service Desk Analyst - GO/JC/1495/2025

Job Tittle:

Location: Bangalore/Coimbatore

Department:

Experience : 2 - 5 years ( Notice Period: Immediate Joiner - 15 days)

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing tools.
• Log, prioritize, and track incidents and service requests using the ITSM system (e.g., ServiceNow, Remedy, Jira).
• Troubleshoot basic hardware, software, network, and application issues (Windows, MS Office, VPN, Printers, etc.).
• Provide remote support using tools like TeamViewer, Remote Desktop, or SCCM.
• Escalate unresolved incidents to Level 2/3 teams following defined escalation procedures.
• Follow up on outstanding requests and ensure timely resolution and closure of tickets.
• Maintain documentation of known issues, FAQs, and standard operating procedures (SOPs).
• Support user onboarding/offboarding, including account creation, access management, and system setup.
• Participate in shift handovers and maintain smooth communication between teams.
• Contribute to continuous service improvement initiatives and knowledge base updates.
  

Required Skills & Qualifications

• Bachelor�s Degree in Computer Science, Information Technology, or a related field.
• 2-5 years of experience in IT Service Desk or Technical Support.
  

Skills Required

• SERVICE DESK OPERATIONS
• SUPPORT
• TECHNICAL SUPPORT