Key Responsibilities

Act as the first point of contact for user-reported technical issues.
Record and track interactions in the ticketing system (calls, emails, chats).
Perform first-level troubleshooting using available resources before escalation.
Escalate issues beyond scope to Level 2 support with proper documentation.
Ensure timely response and resolution within SLA timelines.
Document learnings, create and update knowledge base articles.
Communicate priority issues to stakeholders and coordinate until resolution.
Support colleagues during high-volume times and mentor new associates.

Requirements

Role Overview

As a Service Desk Analyst , you will be the first point of contact for users reporting technical issues via phone, email, or chat. You will provide first-level troubleshooting, document solutions, escalate complex cases to higher-level teams, and ensure issues are resolved within defined SLA timelines.

Technical Skills Required

Voice, Email, and Chat Handling professional communication and multitasking.
Infrastructure Monitoring understanding of system components and alerts.
Microsoft Exchange configuration and troubleshooting.
Active Directory (AD) user management, proxy, DNS, group policy.
Networking LAN setup, routing, switching basics.
Desktop Security antivirus deployment, patch management.
Hardware & Devices laptops, desktops, mobile devices, printers.
Remote Troubleshooting desktops, laptops, networks, and mobile devices.
ITSM Tools ServiceNow, BMC Remedy, HPSM, CA Service Desk, monitoring tools.
MS Office & O365 support, troubleshooting, and administration.
ITIL Framework knowledge of incident and service desk management processes.

Key Performance Indicators (KPIs)

Respond to all user contacts within defined turnaround times.
Resolve all Level 1 incidents within SLA.
Ensure proper ticket logging, classification, and coding .
Take ownership of tickets in colleagues absence.
Contribute to knowledge sharing and mentor new hires.
Proactive assistance during peak workloads.

Qualifications & Experience

High School, Graduate, Diploma, or IT-related education.
Freshers with strong communication and IT knowledge are encouraged to apply.
1 2 years of relevant experience preferred for mid-level roles.
2+ years of experience required for senior roles.
Must be flexible to work in a 24/7 environment .

Areas of Support

Active Directory User Management (account unlocks, password resets, access).
Microsoft Office & O365 support (Excel, Outlook, updates).
Hardware support (desktops, laptops, printers, accessories).
Network connectivity (LAN alerts, downtime, timeouts).
Server events (downtime, outages, traffic).
Virus & malware troubleshooting.
Email configuration & issues (send/receive, recovery, backup).
VOIP, VPN, Citrix, Skype, Salesforce, SharePoint support.
Mobile device management (iPhone, smartphones).
Software & hardware requests (licensed software, laptops, monitors, accessories).

Competencies

Strong communication skills with the ability to engage international customers.
Experience in service desk or technical support roles.
Knowledge of ITIL processes and incident management.
Strong documentation skills for knowledge sharing.
Ability to lead bridge calls and coordinate in resolving high-priority issues.

Disclaimer:
This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Service Desk Analyst

Job Description

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