Service Desk Associate

Position Summary:

Service Desk Analysts

Key Responsibilities:

• Act as the

  first point of contact

  for IT support through phone, email, or ticketing tools.
• Assist users in troubleshooting and resolving basic technical issues related to:
• Desktops/laptops
• Email and VPN access
• Internet/network connectivity
• Common software applications (e.g., MS Office)
• Log, update, and track incidents and service requests in the IT Service Management (ITSM) system.
• Follow defined procedures for issue resolution or escalate to the next support level as needed.
• Provide clear and professional communication to users regarding issue status and resolution timelines.
• Adhere to

  shift schedules

  as part of

  24/7 rotational support

  , including nights and weekends.
• Maintain a customer-first approach, ensuring user satisfaction and timely ticket closure.
• Participate in training and knowledge-sharing sessions to continuously build technical skills.

Educational Background:

Bachelor’s degree in computer science, Information Technology, Electronics, or any related field.

Experience:

0 to 2 year of experience in IT support or customer service roles (freshers are welcome to apply).

Technical Skills:

• Basic understanding of computer hardware, Windows OS, MS Office, and networking fundamentals.
• Familiarity with concepts like VPN, email support, and password resets is a plus.

Soft Skills:

• Strong verbal and written communication skills in English.
• Customer-focused mindset with a willingness to learn and grow.
• Problem-solving ability and a positive, team-oriented attitude.

Additional Requirements:

• Willingness to work in

  rotational shifts (24x7)

  , including nights, weekends, and holidays.

• Own transportation

  is required due to shift timings and onsite work.
• Basic knowledge of ITIL or experience with ticketing tools (e.g., ServiceNow, Jira or Manage Engine) is a plus but not mandatory.
• Ability to follow standard operating procedures (SOPs) and document solutions.
• Good time management skills and ability to multitask in a fast-paced environment.
• Enthusiasm for learning new technologies and continuous self-improvement.

Shift Timings:

09:00AM – 06:00PM (Morning) IST

05:00PM – 02:00AM (Late Afternoon) IST

12:00AM – 09:00AM (Evening) IST

24x7 Global IT Support Coverage

• All team members are expected to work in rotational shifts to ensure seamless round-the-clock support for our global operations. This includes coverage during weekends, public holidays, and off-business hours.

Monthly Shift Rotation

• Shifts will rotate monthly to promote team fairness and prevent fatigue or burnout. Rotations will be pre-communicated and planned to ensure business continuity and work-life balance.

Guaranteed Weekly Time Off

• Each analyst will receive two weekly off days, scheduled in compliance with local labour laws and team requirements. Off-days may fall on weekdays depending on the rotational shift schedule.

Night Shift Allowance & Transportation Support

• Provision of night shift allowance and transportation support is subject to local labour laws and will be determined by HR in accordance with compliance and policy.

Shift Handover Protocols

• Proper documentation and verbal handovers between shifts are mandatory to ensure smooth transition of responsibilities and avoid service gaps.