Service Desk Technical Analyst

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve technical issues related to desktops, laptops, mobile devices, printers, peripherals, etc.
• Provide support/troubleshoot for Windows/mac OS operating systems and standard enterprise applications.
• Support Microsoft services including Outlook, Teams, OneDrive, and SharePoint.
• Record, track, and update tickets in ITSM tools, ensuring accurate documentation.
• Escalate complex or unresolved issues to Tier 2/3 teams following escalation procedures.
• Maintain and contribute to knowledge base articles and technical documentation.
• Adhere to ITIL processes, security policies, and compliance requirements.

Requirements & Tech Stack

• 0–2 years of experience in a Service Desk, Help Desk, or Technical Support role.
• Basic understanding of ITIL framework.
• Strong understanding of basic Windows OS.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Remedy, Freshservice, or similar).
• Basic knowledge of networking concepts and troubleshooting.

Qualifications

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks.
• ITIL Foundation certification (Preferred).
• Bachelor's degree (Preferred).

Working Conditions

• 24X7 shifts.
• Work from Office five days per week.