Service Desk Analyst
Full Time
SERVICE DESK OPERATIONS
SUPPORT
TECHNICAL SUPPORT
Job description
Job Tittle: Service Desk Analyst
Location: Bangalore/Coimbatore
Department: IT / Infrastructure / End-User Computing
Experience : 2 - 5 years ( Notice Period: Immediate Joiner - 15 days)
Key Responsibilities
- Serve
as the first point of contact for users seeking technical
assistance via phone, email, or ticketing tools.
- Log,
prioritize, and track incidents and service requests using the
ITSM system (e.g., ServiceNow, Remedy, Jira).
- Troubleshoot basic
hardware, software, network, and application issues (Windows, MS Office,
VPN, Printers, etc.).
- Provide remote
support using tools like TeamViewer, Remote Desktop, or SCCM.
- Escalate
unresolved incidents to Level 2/3 teams following defined
escalation procedures.
- Follow
up on outstanding requests and ensure timely resolution and closure of
tickets.
- Maintain documentation of
known issues, FAQs, and standard operating procedures (SOPs).
- Support user
onboarding/offboarding, including account creation, access management,
and system setup.
- Participate
in shift handovers and maintain smooth communication
between teams.
- Contribute
to continuous service improvement initiatives and
knowledge base updates.
Required Skills & Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or a related field.
- 2-5 years of experience in IT Service Desk or Technical Support.
Skills Required
Service Desk Analyst
Information Technology
Bachelor Degree
Full Time, Permanent
Key Skills
- SERVICE DESK OPERATIONS
- SUPPORT
- TECHNICAL SUPPORT
Other Information
GO/JC/1495/2025
Christopher
