Service Desk Technical Analyst
Description
Job Title: Service Desk Technical Analyst
Experience: 1–3 YearsDepartment: Information TechnologyEmployment Type: Full-Time Job Location: Bengaluru Cyber Park / Chennai DLF
Job Summary We are looking for a skilled and customer-oriented Service Desk Technical Analyst with 1–3 years of IT support experience to provide technical assistance and operational support to end users. The role involves troubleshooting hardware, software, OS, network issues, ensuring prompt resolution, and delivering a high standard of IT service in line with defined SLAs.
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.
Required Skills & Qualifications
. Excellent verbal and written communication skills. . 1–3 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 . Strong analytical and problem-solving abilities . Ability to manage multiple tasks.
Preferred Qualifications
. ITIL Foundation certification . Bachelor's degree
Working Conditions
. 24X7 shifts. . Work from Office five days per week.
Career Development This role provides opportunities to advance into Tier 2 Technical Support, Service Management, Service Delivery Management, Systems Administration, Network Engineering, or Cybersecurity roles based on performance and skill development.
Skills:
English, IT Service Management, Help Desk/IT Services, ITIL, Remedy