Client : Birla softExcellent Communication skills are required - Major support will be Voice basedSkill : Service Desk AnalystNo of positions : 15Years of experience : 5-7 yrs minimumLocation : Mumbai/Pune

Job Summary

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our international support team. The ideal candidate will provide first-line technical support to users across multiple regions, ensuring timely resolution of IT issues and maintaining high levels of customer satisfaction.

Key Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
Diagnose and resolve hardware, software, network, and application issues.
Escalate unresolved issues to appropriate internal teams or third-party vendors.
Monitor and manage service desk tickets to ensure SLAs are met.
Provide support for international users across different time zones and languages.
Maintain accurate documentation of issues, resolutions, and procedures.
Assist in onboarding/offboarding processes including account setup and hardware provisioning.
Collaborate with global IT teams to ensure consistent support and knowledge sharing.
Participate in continuous improvement initiatives and contribute to the knowledge base.

Required Qualifications

Bachelor's degree in computer science, Information Technology, or related field.
5+ years of experience in a technical support or service desk role.
Strong knowledge of Windows/Mac OS, Microsoft 365, VPNs, and remote desktop tools.
Familiarity with ITSM tools (e.g., ServiceNow).
Excellent communication skills in English; additional languages are a plus.
Ability to work in a fast-paced, multicultural environment.
Strong problem-solving and analytical skills.

Work Schedule

Rotational shifts to support global operations, including weekends and holidays as needed.

Communication & Language Round

- This initial round assesses the candidate's communication skills, grammar, pronunciation, and overall confidence in using English effectively.Technical Round : Candidates who clear the first round proceed to a technical interview, where their domain knowledge and problem-solving abilities are evaluated.(ref:hirist.tech)

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Service Desk Analyst