Service Desk Support

Job Title: Service Desk Analyst

Location

Experience: L2:

Employment Type

About the Company:

Our client is a trusted global innovator of IT and business services, present in 50+ countries. They specialize in digital & IT modernization, consulting, managed services, and industry-specific solutions. With a commitment to long-term success, they empower clients and society to move confidently into the digital future.

Must Have Skills

• IT Service Desk / Service Desk Support
• ServiceNow (ITSM)
• Windows Desktop Support
• Microsoft O365 (Outlook, Excel, PowerPoint, Teams, SharePoint, OneDrive)
• Incident Management (ITIL)
• Excellent English Communication (Written & Verbal)
• Customer Support / End User Support

Tools & Technologies:

• ITSM:

  ServiceNow

• Productivity:

  Microsoft O365 (Outlook, Excel, PowerPoint, Teams, SharePoint, OneDrive)

• Operating System:

  Windows Desktop

• Security:

  Antivirus, DLP Agents, Proxy

• Telephony:

  Basic Avaya

• Cloud:

  Basic AWS Cloud Connect

Minimum Qualifications:

• Bachelor’s degree or equivalent practical IT support experience
• Hands-on experience in IT Service Desk / Technical Support
• Strong understanding of Incident Management & ITIL processes
• Ability to work in a 24x7 shift environment

Role-Wise Requirements:

L2 – Senior Service Desk Analyst (3–5 Years)

• Excellent written and verbal communication in English
• Strong technical troubleshooting skills
• High logical thinking and analytical abilities
• Ability to manage and influence team members in a 24x7 environment
• Act as SPOC for Service Desk and Remote Support Desk during shifts
• Potential backup for Service Desk Lead
• Very good understanding of ITIL processes
• Strong hands-on experience with ServiceNow
• Minimum 2+ years in L2 Service Desk role
• Skills validation applicable for new hires (quarterly assessment for 2 quarters)

L3 / Lead – Service Desk Lead (5+ Years)

• Excellent communication and stakeholder management skills
• Strong technical and domain expertise in Service Desk operations
• Proven people and team management experience across shifts and locations
• Accountability for end-to-end customer experience in Service Desk domain
• Backup capability for other domain leads
• Excellent understanding of ITIL processes
• Advanced proficiency in Microsoft Excel & PowerPoint
• Ownership of Service Desk support domain activities

• ITIL 4 Certification mandatory within 6 months of onboarding

• Strong working knowledge of ServiceNow
• Minimum 4+ years of relevant experience
• Skills validation applicable for new hires (quarterly assessment for 2 quarters)

Responsibilities:

• Provide end-user support via calls, tickets, and remote tools
• Handle incidents, service requests, and escalations as per ITIL guidelines
• Ensure First Call Resolution (FCR) for eligible issues
• Act as SPOC during assigned shifts (L2/L3)
• Manage team performance and service quality (L3/Lead)
• Maintain high customer satisfaction and SLA adherence
• Document incidents, resolutions, and knowledge articles in ServiceNow
• Coordinate with internal and external stakeholders

Important Note (Please Read Before Applying)

Do NOT apply if:

• You do not have Service Desk / IT Support experience
• You are a fresher (for L2/L3 roles)
• You are unwilling to work in 24x7 shifts
• You do not have hands-on ServiceNow exposure

Apply ONLY if:

• You meet the experience criteria for L2/L3
• You have strong communication and customer support skills
• You are comfortable working from

  Noida