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Position Summary: We are seeking motivated and customer-focused individuals to join our IT Service Desk team as Service Desk Analysts . This onsite role based in Hyderabad supports our global workforce through 24/7 rotational shifts . You will be the first point of contact for IT issues, providing timely, professional, and effective support to end users. This is an excellent opportunity for freshers or early-career professionals to gain hands-on experience in enterprise IT support, with structured growth opportunities. Candidates must be flexible to work shifts and have their own transportation due to onsite and shift requirements. 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. Show more Show less
