ServiceDesk Analyst

We are looking for an experienced ServiceDesk Analyst with 5+ years of expertise in IT support and customer service. The ideal candidate will deliver high-quality technical support, ensure SLA adherence, and drive service excellence across multiple channels.

      Provide L1/L2 support for incidents, requests, and service queries via phone, email, chat, and portal.

      Prioritize, troubleshoot, and resolve issues related to hardware, software, networks, and enterprise applications.

      Ensure timely escalation of unresolved issues to appropriate support teams.

      Monitor ticket queues and enforce SLA compliance for all incidents and requests.

      Validate and follow up on aging tickets to ensure timely closure and avoid SLA breaches.

      Maintain and update knowledge base articles and process documentation.

      Collaborate with cross-functional teams to enhance user experience and service delivery.

      Drive ServiceDesk initiatives and collaborate with stakeholders to take them forward.

      Minimum 5 years of ServiceDesk / IT Support experience.

      Strong knowledge of ITIL processes (Incident, Request, Problem, Change).

      Hands-on experience with ITSM tools (ServiceNow preferred).

      Proficiency in Windows, Office 365, remote troubleshooting, and other enterprise applications.

      Excellent communication and interpersonal skills with a customer-first mindset.

      Ability to work in shifts and under pressure while maintaining professionalism.

      ITIL Foundation certification.

      Experience in automation, self-service portals, or AI-driven support tools.

      The role requires working from the office as per shift requirements.