Service Desk Analyst

Service Desk Agent (24x7)

Responsibilities:

• Act as the first point of contact for users reporting IT issues or requesting services.
• Log, categorize, and prioritize incidents and service requests in the ITSM tools.
• Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
• Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
• Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
• Ensure accurate documentation of all user interactions and solutions provided.
• Follow ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
• Maintain awareness of service desk procedures, SLAs, and support protocols.
• Participate in shift-based rotations to ensure 24x7 coverage where required.
• Provide excellent customer service and maintain a high level of user satisfaction.
• Assist in identifying recurring issues and contribute to knowledge base updates.

Experience:

• 2–5 years of experience in an IT support/help desk environment.
• Excellent communication skills (English).
• Experience in ticketing system (ServiceNow).
• Experience supporting end-users remotely in a fast-paced environment.

Education:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Equivalent work experience may be considered in lieu of formal education.

Skills:

• Experience in Windows OS, MS Office Suite, email clients, printers, and networking fundamentals.
• Excellent troubleshooting and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to multitask and handle a high volume of support requests.