Service Desk Analyst

Miles has partnered with a leading global professional services firm (our client), ranked in the Top 20, as they build their Global Capability Center (GCC) in India. Join our clients dynamic team to be part of this exciting growth journey.

Location: Bandra Kurla Complex

Work mode: Hybrid (3 days a week from office)

A Service Desk professional forms the foundation of an organization's IT support structure. As the first point of contact for users experiencing technical issues or seeking assistance, this role is pivotal in ensuring smooth day-to-day operations and delivering excellent customer service. The Service Desk technician is responsible for logging, diagnosing, and resolving basic technical problems, escalating more complex issues, and maintaining clear communication throughout the resolution process.

Key Responsibilities

• First-Line Support: Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting.
• Ticket Management: Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket.
• Issue Resolution: Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues.
• Escalation: Identify situations requiring advanced technical expertise and escalate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background.
• Customer Service: Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests.
• Knowledge Management: Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base.
• Follow-up: Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion.
• User Onboarding and Offboarding: Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staffs accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies.
• System Monitoring: Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff.
• Adherence to Policies: Follow company protocols, security procedures, and data privacy guidelines at all times.

Required Skills & Qualifications

• Technical Knowledge: Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications.
• Communication Skills: Ability to communicate technical concepts to non-technical users in clear, straightforward language.
• Problem-Solving: Logical approach to troubleshooting and resolving common technical issues.
• Customer Service Orientation: Friendly, patient, and professional demeanor in all user interactions.
• Organizational Skills: Efficient time management and ability to prioritize multiple requests.
• Team Collaboration: Willingness to work with other IT staff and support teams.
• Adaptability: Comfortable working in a fast-paced environment and adapting to new technologies and processes.

Education & Experience

• Education: High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory.
• Experience: Prior customer service experience is highly beneficial.