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Natobotics Technologies
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Service Desk Analyst Network

Service Desk Analyst Network

Natobotics Technologies

1 - 3 years

1 - 4 Lacs

pune

Posted:1 day ago| Platform:

Apply

Skills Required

iso wan vpn ticketing tools lan incident management customer service ccna troubleshooting remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. Request Fulfilment

Process and fulfill network-related

service requests

, including port activations, device restarts, and site access coordination for higher-tier engineers.

6. 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.

7. 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.

8. 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.

9. 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.

Required Skills and Qualifications

Technical Skills

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.

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