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Service Desk Analyst – Network

0 years

0 Lacs

pimpri chinchwad maharashtra india

Posted:1 month ago| Platform: Linkedin logo

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Skills Required

service network cisco chat management wan itil support coordination checks patching power troubleshooting ping interface verification vpn escalation juniper diagnostics documentation communication reporting reports compliance ipconfig nslookup servicenow freshservice resolve logging multitasking certification data

Work Mode

Remote

Job Type

Full Time

Job Description

Key Responsibilities

  • First Point of Contact
Serve as the initial contact for all

network-related incidents and service requests

, including Cisco and non-Cisco devices, via phone, email, chat, or ticketing systems.
  • Network Incident Management
Monitor, log, and manage

network incidents (LAN/WAN/Wi-Fi)

to ensure timely detection, categorization, and resolution in alignment with SLAs and ITIL practices.
  • Hands & Feet Support Coordination
Act as the

remote coordination point

for on-site L1 engineers providing Hands & Feet support — guiding them through device checks, cable tracing, patching, power cycling, and connectivity verification.
  • Troubleshooting and Resolution
Perform

basic network troubleshooting

(ping, traceroute, switch port checks, interface status verification, etc.) and assist users with network access, VPN, and connectivity issues.
  • Request Fulfilment
Process and fulfill network-related

service requests

, including port activations, device restarts, and site access coordination for higher-tier engineers.
  • Escalation Management
Escalate complex incidents to

L2/L3 network teams

or vendor TACs (Cisco, HPE, Aruba, Juniper, etc.) with complete diagnostics and logs, ensuring proper handover and tracking.
  • Documentation & Knowledge Base
Update and maintain a

knowledge base

with recurring network issues, resolution steps, and Hands & Feet procedures to support efficient first-level resolution.
  • Communication & Reporting
Provide clear, concise communication to users, regional service owners, and escalation teams regarding

incident progress, impact, and resolution

.Assist in preparing daily/weekly service desk reports for management.
  • SLA & Compliance Adherence
Ensure all network incidents and requests are logged, categorized, and resolved within SLA timelines while adhering to

ITIL, ISO, and customer compliance

frameworks.

Technical Skills

Required Skills and Qualifications

Basic understanding of

network technologies

: routers, switches, access points, firewalls, and cabling.Familiarity with

Cisco IOS

,

Aruba

, or similar vendor platforms.Proficient in

network diagnostic tools

(ping, traceroute, ipconfig, nslookup, etc.).Experience with

ticketing tools

(e.g., ServiceNow, Freshservice, Remedy, Jira).Awareness of

ITIL processes

for incident, problem, and request management.

Customer Service & Communication

Excellent communication and interpersonal skills with a focus on

customer satisfaction and clarity

.Ability to explain technical issues in simple terms to non-technical users.

Analytical & Problem-Solving

Strong diagnostic ability to identify and resolve first-level network issues.Attention to detail when logging incidents and following documented procedures.

Organizational & Multitasking Skills

Ability to manage multiple incidents simultaneously under pressure.Prioritization of tasks based on business impact and SLA criticality.

Desirable Qualifications

CCNA (Cisco Certified Network Associate)

or equivalent certification (preferred).Basic experience with

Wi-Fi troubleshooting

and

LAN cabling

.Exposure to

Hands & Feet support

in enterprise or data center environments.

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