5,062 Service Desk Analyst jobs in India

Years of experience: 3-5 years

Job Location: Pune

Must-Have

· Atleast 3 years of experience handling Service Desk services. · Fluency in English (Reading, Writing, Speaking) · Understand and responds in Business Communications · Good Managerial Skill · Understanding and knowledge on IT Infrastructure. · Work in any shift (24*7)

Good-to-Have

· ITIL Knowledge · Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role

1 Following are the roles and responsibilities of Service Desk Analyst · Act as Single point of contact as Customer Global Service Desk · A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. · Create / Update KBA, SOP · Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation · Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively · Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware · respond to requests for technical assistance in person, via phone, chat, web and email · diagnose and resolve technical hardware and software issues · research questions using available information resources · advise user on appropriate action

· follow standard help desk procedures · log all help desk interactions · administer help desk software · follow up with customers and users to ensure complete resolution of issues · redirect problems to correct resource · identify and escalate situations requiring urgent attention · track and route problems and requests and document resolutions · resolve technical problems with Local Area Networks and Wide Area networks · prepare activity reports · inform management of recurring problems · stay current with system information, changes and updates · help update training manuals for new and revised software and hardware · train users as necessary

Job Description:

• Excellent Communication with International Voice Support experience.
• Hands on experience in Mobility related Application & Desktop/General system related issues
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
• In-depth experience knowledge on MS office/O365
• Experience in Telecom will be added advantage.

Roles & Responsibilities.

• To maintain high efficiency in handling escalated calls from L1 team.
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
• To update worklogs and follow shift for escalation process and process compliance
• Handling all the queues efficiently and work towards case closure.

Mandatory skill: Proficient in English language

Key Responsibilities:

• Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
• Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
• Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
• User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
• Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
• Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
• Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
• Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
• Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
• Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
• Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.

Skills & Qualifications:

• Experience: 1-2 years of experience in a service desk or IT support role.
• Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
• Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
• Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
• Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
• Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
• Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
• Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.

Educational Requirements:

• Education: Bachelor¿s degree in information technology, Computer Science, or related field (preferred but not always required).
• Certifications: Relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ are a plus.

Work Environment:

• Shifts: May require working in shifts, including nights or weekends, based on operational requirements.
• Remote Support: Capable of providing remote support if necessary.

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus

We are seeking a proactive and customer-focused Service Desk IT Technical Support professional to join our team. The successful candidate will be responsible for providing first-line technical support to end-users, troubleshooting and resolving hardware and software issues, and ensuring that IT systems and services run smoothly. You will be the first point of contact for technical support requests and will play a critical role in delivering excellent customer service.

Key Responsibilities:

INTERNATIONAL VOICE / NON-VOICE IS MUST

1. Technical Support:

• Provide first-level support for IT issues including hardware, software, network, and operating system problems.
• Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately.
• Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices.
• Assist with password resets, account lockouts, and other user access issues.

1. Incident Management:

• Log, categorize, and prioritize incidents and service requests based on severity and urgency.
• Escalate unresolved issues to second-line support or other relevant teams.
• Track, monitor, and provide status updates on open service requests and incidents.

1. Software & Hardware Installation and Configuration:

• Install, configure, and maintain software applications and hardware devices for users.
• Assist in setting up new users’ accounts and workstations.

1. Knowledge Base & Documentation:

• Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference.
• Provide end-users with self-help guides and FAQs to resolve common issues independently.

1. Customer Service:

• Provide excellent customer service by maintaining a professional and courteous demeanor while interacting with end-users.
• Ensure issues are resolved within agreed-upon Service Level Agreements (SLAs).

1. System Monitoring and Maintenance:

• Assist in monitoring system performance and help prevent potential issues by conducting routine maintenance tasks.
• Support software updates, patches, and system upgrades as directed by the IT team.

Required Qualifications:

• Education: High school diploma, Associate’s degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent).
• Experience: Proven experience (1-2 years) in a technical support or service desk role.
• Technical Skills:
• Familiarity with common operating systems (Windows, macOS, Linux).
• Basic knowledge of networking concepts (DNS, TCP/IP, VPN, etc.).
• Experience with Active Directory, email clients, and remote desktop tools.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
• Basic understanding of hardware troubleshooting (PCs, laptops, printers).

Key Competencies:

• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong time management and multitasking abilities.
• Attention to detail and ability to maintain accurate records.

INTERNATIONAL VOICE / NON VOICE is must

• Excellent Communication with International Voice Support experience.
• Hands on experience in Mobility related Application & Desktop/General system related issues
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
• In-depth experience knowledge on MS office/O365
• Experience in Telecom will be added advantage.

Roles & Responsibilities.

• To maintain high efficiency in handling escalated calls from L1 team.
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
• To update worklogs and follow shift for escalation process and process compliance
• Handling all the queues efficiently and work towards case closure.

Role - Service Desk Analyst

Years of Experience - 2 to 5 years

Location - Pune

• IT Service Desk Operations
• Atleast 3 years of experience handling Service Desk services.
• Fluency in English (Reading, Writing, Speaking)
• Understand and responds in Business Communications
• Good Managerial Skill
• Understanding and knowledge on IT Infrastructure.
• Work in any shift (24*7)
• ITIL Knowledge
• Understanding and knowledge on IT Infrastructure
• Act as Single point of contact as Customer Global Service Desk
• A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
• Create / Update KBA, SOP
• Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
• Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
• respond to requests for technical assistance in person, via phone, chat, web and email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware
• train users as necessary