Service Desk Analyst

About the Role

NSC Global is seeking Service Desk Analysts to join its onsite support teams across India. This role involves hands-on technical work and direct interaction with end users, delivering high-quality IT service desk and operational support. The Service Desk Analyst acts as a crucial link between customers, service delivery teams, vendors, and field engineers, ensuring efficient management and resolution of incidents and service requests within agreed Service Level Agreements (SLAs).

Key Responsibilities

• Service Desk Operations

• Answer customer calls, emails, and service requests within performance targets.

• Log incidents, service requests, and enquiries accurately in the Incident Management System.

• Perform initial diagnostics, troubleshooting, and issue resolution.

• Progress, monitor, and escalate incidents according to SLA requirements.

• Maintain accurate and up-to-date ticket notes.

• Coordinate incident resolution with internal teams, third-party providers, vendors, and field engineers.

• Ensure incidents are resolved and closed with customer confirmation.

• Communicate professionally and with a customer-focused approach.

• Ensure compliance with company policies, procedures, and regulatory requirements.

• Identify and recommend improvements to systems, processes, and service delivery.

• Operational Support

• Respond to emails from field technicians and operational teams.

• Act as a liaison between field engineers and service delivery operations.

• Update and maintain tickets based on feedback from field technicians.

• Manage and handle minor escalations.

• Support field service logistics by assigning tickets and optimizing workloads.

• Assist with operational coordination for efficient service delivery.

• Share knowledge, best practices, and guidance with colleagues.

• Act as an escalation point for Junior Service Desk Analysts.

• Ensure prompt and efficient resolution of incidents and service requests.

• Maintain SLA compliance across assigned tickets.

• Deliver exceptional customer service and communication.

• Accurately document and manage incidents.

• Coordinate effectively with internal departments, vendors, and third-party providers.

• Support continuous improvement initiatives.

• Contribute to team knowledge sharing and operational excellence.

Requirements & Tech Stack

• Technical Skills

• Knowledge of IT infrastructure, networking, communications, and peripheral devices.

• Understanding of Microsoft Windows and Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

• Familiarity with incident management and ticketing systems.

• Non-Technical Skills

• Excellent verbal and written English communication skills.

• Strong customer service and customer-focused mindset.

• Quality-oriented with strong attention to detail.

• Ability to work independently while managing multiple priorities.

• Strong analytical and problem-solving skills.

• Ability to prioritize workloads and meet deadlines in a fast-paced environment.

• Strong interpersonal and collaboration skills.

Qualifications

• Secondary School Certificate or equivalent qualification.
• ITIL Foundation Certification preferred.
• CCNA or equivalent networking certification advantageous.
• Experience in an outsourced or global IT support environment is advantageous.

Experience

• 0-1 years' experience in a Service Desk, IT Support, Help Desk, Customer Support, or similar operational support environment.
• Exposure to ticket management, customer communication, and administrative support functions.