Service Desk Analyst

Overview

Service Desk Analyst role providing first-point IT support to clients and internal employees in Bengaluru. You will handle and manage incidents and service requests through ticketing channels.

What you'll do

• Act as the primary contact for IT-related issues, inquiries, and service requests via phone, email, and instant messaging.
• Log, classify, and prioritize incidents and requests using ITSM tools and established procedures.
• Troubleshoot and resolve IT problems, or escalate complex issues to the appropriate support teams.
• Provide clear guidance to customers on next steps and expected timelines.
• Monitor and track open tickets to ensure timely resolution and adherence to SLAs.
• Work in shifts with a rotational night shift component.

What you'll need

• 3 to 5 years of experience managing L1 and L1.5 roles in a call-taking capacity.
• Advanced English language skills (written and verbal).
• Strong problem-solving and analytical abilities for diagnosing and resolving IT issues.
• Customer-focused mindset.
• Proficiency in ITSM tools and ticketing systems (Freshservice mentioned).
• Hardware, software, and application troubleshooting experience.
• Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines.

Details

• Location: Bengaluru, Karnataka, India.