Service Desk Analyst

As a Service Desk Analyst (L1 Desk) with a minimum of 2+ years of experience in an IT support/help desk environment, you will play a crucial role in providing efficient and effective support to users facing IT issues or requesting services. Your responsibilities will include utilizing ticketing systems like ServiceNow and Remedy to log, categorize, and prioritize incidents and service requests in ITSM tools. You will be expected to demonstrate expertise in troubleshooting and resolving technical issues related to hardware, software, networks, and user accounts. As the first point of contact for users, you will escalate complex or unresolved issues to appropriate support tiers following defined escalation paths and provide remote support using remote access tools and documented procedures. Maintaining accurate documentation of all user interactions and solutions provided will be essential, along with following ITIL-aligned processes such as Incident Management, Request Fulfilment, and Access Management. Additionally, you will need to stay informed about service desk procedures, SLAs, and support protocols while participating in shift-based rotations to ensure 24x7 coverage where required. Your role will also involve providing excellent customer service, maintaining a high level of user satisfaction, identifying recurring issues, and contributing to knowledge base updates. Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals is expected, along with the ability to multitask and handle a high volume of support requests. Your customer-focused attitude, along with a calm and patient demeanor, will be crucial in delivering quality support to end-users remotely in a fast-paced environment. While equivalent work experience may be considered in lieu of formal education, your dedication to providing top-notch support and problem-solving skills will be key to success in this role.,