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Posted 21 May, 2026

Service Desk Analyst

Tata Consultancy Services
Pune, MH, IN Full Time
Reference: 83c70739ebc2c002

Job Description

Role: Service Desk Analyst\nRequired Technical Skill Set: IT Service Desk Operations\nDesired Experience Range: 4 to 6 Yrs.\nLocation: Pune\nAddress\nTata Consultancy Service Ltd, 42, P, Think campus, 45-P, Hosur Rd, Phase II, Electronic City, Bengaluru, Doddanagamangala Village, Karnataka 560100\nDesired Competencies (Technical/Behavioral Competency)\nMust-Have\nAtleast 3 years of experience handling Service Desk services.\nFluency in English (Reading, Writing, Speaking)\nUnderstand and responds in Business Communications\nGood Managerial Skill\nUnderstanding and knowledge on IT Infrastructure.\nWork in any shift (24*7)\nGood-to-Have\nITIL Knowledge\nUnderstanding and knowledge on IT Infrastructure.\nRole descriptions / Expectations from the Role\nFollowing are the roles and responsibilities of Service Desk Analyst\nAct as Single point of contact as Customer Global Service Desk\nA 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.\nCreate / Update KBA, SOP\nService Desk Analysts must resolve technical issues remotely.

For certain common problems, such as installation and configuration problems, they provide users technical documentation\nService 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\nService Desk Analysts must maintain comprehensive records of issues relating to both software and hardware\nrespond to requests for technical assistance in person, via phone, chat, web and email\ndiagnose and resolve technical hardware and software issues\nresearch questions using available information resources\nadvise user on appropriate action\nfollow standard help desk procedures\nlog all help desk interactions\nadminister help desk software\nfollow up with customers and users to ensure complete resolution of issues\nredirect problems to correct resource\nidentify and escalate situations requiring urgent attention\ntrack and route problems and requests and document resolutions\nresolve technical problems with Local Area Networks and Wide Area networks\nprepare activity reports\ninform management of recurring problems\nstay current with system information, changes and updates\nhelp update training manuals for new and revised software and hardware\ntrain users as necessary

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