Service Desk Analyst

Job Description

About Company : They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society. About Client: Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations. Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines. Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries. · Job Title: Service Desk Analyst · Location: Mumbai/Bangalore · Experience: 3+ yrs · Job Type : Contract to hire. · Notice Period:- Immediate joiners. Job Description Italian Service Desk: Knowledge in Italian language B2 Customer Interaction Handling Problem Solving Escalation Management Service Level Agreement understanding handling Good technical aptitude with an ability to learn quickly Fluent in clients language and at least Upper Intermediate English Written and verbal communication skills manage internal communications and external client communications Discretion professionalism confidentiality and judgment Computer literacy and working knowledge of Microsoft Office Windows Printers Phones Team player with interpersonal skills Self Motivated positive attitude and approach Flexibility to take on additional responsibility and tasks when required Flexibility to do overtime when required Key Responsibilities : Receives and logs internal and external customer problem request issue and ensures proper documentation Performs customer request problem identification and follows defined procedures to resolve correctly Documents troubleshooting efforts and customer information in data capture tool and when required transfers call or promptly notifies responsible party for resolution Performs incident notification and escalation to ensure problems requests issues are communicated effectively and receive proper management attention Develops and maintains knowledge of customer specific business environment Develops and maintains an understanding of customer Service Level Agreements and departments products key performance requirements Develops and maintains product knowledge industry knowledge and business and professional skills by participating in on the job training and classroom training Shares information required for the team to be successful Demonstrates understanding of the customers business needs or market and maintains high customer satisfaction ratings Develops and maintains incident management and knowledge management tools client information systems and service desk procedures Seeks opportunities to improve knowledge skills and performance by reviewing knowledge base content practicing skills and being receptive to coaching and constructive feedback May perform follow up on incidents with customer to ensure customer satisfaction May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction May take accountability for effectively handling senior level escalations or customer complaints received via various sources May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement