3,610 Service Desk Analyst jobs in India
Service Desk Analyst
Pune, Maharashtra
Stantec
Posted 4 days ago
Job Viewed
Job Description
Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what's possible. The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 22/07/2025 06:07:42
**Req ID:** 1000961
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 22/07/2025 06:07:42
**Req ID:** 1000961
This advertiser has chosen not to accept applicants from your region.
0
Service Desk Analyst
Pune, Maharashtra
Stantec
Posted 4 days ago
Job Viewed
Job Description
Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what's possible. The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 11/07/2025 06:07:33
**Req ID:** 1000921
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 11/07/2025 06:07:33
**Req ID:** 1000921
This advertiser has chosen not to accept applicants from your region.
1
Service Desk Analyst
Pune, Maharashtra
Stantec
Posted 4 days ago
Job Viewed
Job Description
Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what's possible. The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 25/02/2025 12:02:05
**Req ID:** 1000794
**Primary Purpose of Position:**
The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
+ Be willing to find answers to all questions addressed to them.
+ Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
+ Obtain and evaluate all relevant information to handle inquiries.
+ Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
+ Advise customers on appropriate action.
+ Identify and appropriately escalate situations requiring urgent attention.
+ Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
+ Stay current with system information, changes and updates
+ Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
+ Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
+ Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
+ Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
+ Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
+ Follow standard Service Desk operating procedures;
+ Accurately log all interactions using ticketing software.
+ Process forms according to procedure.
+ Manage customers' accounts.
+ Participate in an on-call rotation if required.
**Primary Location:** India | Pune
**Organization:** Stantec IN Business Unit
**Employee Status:** Regular
**Travel:** No
**Schedule:** Full time
**Job Posting:** 25/02/2025 12:02:05
**Req ID:** 1000794
This advertiser has chosen not to accept applicants from your region.
2
Service Desk Analyst
Chennai, Tamil Nadu
TransPerfect
Posted today
Job Viewed
Job Description
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
This advertiser has chosen not to accept applicants from your region.
3
Service Desk Analyst
Mumbai, Maharashtra
ITC Infotech
Posted today
Job Viewed
Job Description
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: 1-4 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.
This advertiser has chosen not to accept applicants from your region.
4
Service Desk Analyst
Bengaluru, Karnataka
Net2Source Inc.
Posted today
Job Viewed
Job Description
Title: Service Desk Analyst
Location : Bangalore/ Hyderabad
Duration: 6-12 Months Contract
Responsibilties :
- 2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
- In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
- Understanding on Active Directory, Networking, Messaging and Hardware necessary.
- Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.
- Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
- Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom.
- Incident Management knowledge, experience with Turrets will be added advantage.
This advertiser has chosen not to accept applicants from your region.
5
Service Desk Analyst
Noida, Uttar Pradesh
HCLTech
Posted today
Job Viewed
Job Description
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.
This advertiser has chosen not to accept applicants from your region.
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6
Service Desk Analyst
Chennai, Tamil Nadu
Dexian India
Posted today
Job Viewed
Job Description
Job Title: Service Desk L1 Analyst
Location: Chennai
Shift: 24/7 Rotational Shifts (Mandatory)
Certifications: ITIL Foundation Certified (Mandatory or must be willing to obtain)
Skills:
- Excellent verbal and written communication skills.
- Prior International call handling experience is mandatory.
- Proficient in handling inbound and outbound customer calls .
- Clear and structured email communication with internal teams and external clients.
- Familiarity with ticketing tools such as ServiceNow (preferred), Jira etc.
- Basic understanding of ITIL framework , especially Incident and Request Management .
- Foundational knowledge of networking, infrastructure , Exchange Administration and O365 suite.
- Strong problem-solving skills with the ability to triage and escalate issues effectively.
- Ability to prioritize tasks and manage multiple open tickets simultaneously.
- Attention to detail with consistent and accurate reporting and documentation .
- Comfortable with remote troubleshooting and accessing customer systems securely.
Key Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing tools.
- Take ownership of user-reported issues and see them through to resolution or escalation.
- Diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
- Escalate complex or Key unresolved issues to higher-level support teams while maintaining ownership until resolution.
- Document all interactions and troubleshooting steps clearly and accurately in the ticketing system.
- Use internal knowledge base and external resources to provide precise and effective technical support.
- Conduct follow-ups to ensure customer satisfaction and issue closure.
- Contribute to knowledge base development by creating or updating FAQs and troubleshooting guides.
- Ensure all assigned tickets are properly logged and accounted for in end-of-shift reports.
- Maintain adherence to SLA timelines and ensure quality in customer interactions.
- Collaborate with team members to share knowledge and improve service quality.
This advertiser has chosen not to accept applicants from your region.
7