Service Desk Tech L1

Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Position Description: We are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management. The ideal candidate should possess strong troubleshooting skills, experience with ITSM tools, and familiarity with US customer support in a 24x7 operational environment. Retail domain knowledge and certifications such as ITIL, Google, or AWS will be an added advantage.Service Desk Analyst Night Shift (US Support) - ASE/SE (1to 2 years of international service desk experience)Location: Pune, IndiaShift: Night Shift (24x7 Operations) | 5 Days Working | 2 Days Weekly Off | WFOEmployment Type: Full-TimeKey Responsibilities:Handle inbound calls and manage IT service requests and incidents efficientlyCreate, update, and resolve tickets using tools such as ServiceNow, BMC Remedy, etc.Provide support for client environments including AVDI, Citrix, and Windows-based systemsPerform basic Windows OS and network connectivity troubleshootingUpdate and maintain Knowledge Base (KB) articlesEnsure shift adherence and active participation in shift handovers and team huddlesCollaborate with cross-functional teams for issue resolutionSupport retail technologies such as POS systems, pin pads, MDM, and virtual interfacesMaintain high levels of customer satisfaction through professional communication and timely resolutionMust have skills : Proven experience in a service desk/call center role handling US customersHands-on experience with ITSM tools like ServiceNow, BMC RemedyFamiliarity with Citrix, AVDI, and Windows troubleshootingBasic understanding of network connectivity (LAN/Wi-Fi/IP-related issues)Excellent verbal and written communication skillsAbility to work in a night shift and rotational 24x7 scheduleStrong team collaboration and time management skills