Service Desk Analyst (L1 Incident Management) Full Time

WGS2D – Service Desk Analyst (L1 Incident Management)

Location: Hyderabad | Start Date: May 18, 2026 | Work timings: 330pm – 1230am IST Work from Office.

About WGS2D

WGS2D is a boutique consulting firm built by experienced leaders from top-tier firms. We’re known for moving fast, delivering real outcomes, and putting the client first, always. What sets us apart is how we execute. We don’t just advise; we own results. Our Say/Do ratio is 100% – if we say it, we do it. We specialize in high-impact, customized solutions that drive growth, improve efficiency, and elevate the client experience. We lead with integrity, act with courage, and bring a mindset of partnership to every engagement.

Our Pillars – What we stand on and these guide every decision and define what we deliver:

Say/Do Ratio: 100%- Outcome Driven | Transparency | Client-First Execution | Custom Solutions | Speed & Agility | Innovation That Solves Problems | People with Purpose

Role Overview

We’re looking for a sharp, process-oriented Service Desk Analyst with 3–4 years of experience to manage the front-line incident lifecycle for our high-tech application portfolio. You are the “face” of the service, responsible for ensuring that user issues are captured, triaged, and resolved with extreme efficiency.

• SLA Guardian: You are the first line of defence in meeting our 15-minute response time targets for P1 and P2 incidents.
• The Filter: Your goal is to maximize First Call Resolution (FCR), solving user queries using established Runbooks to ensure our engineering pods can remain focused on complex fixes.
• Process Expert: You will master the “Incident to Resolution” flow, ensuring that no ticket is left unassigned or incorrectly categorized or ageing beyond target timeframe.
• Calm Under Pressure: You provide a professional and reassuring presence for users during critical system outages or high-pressure events.

Key Responsibilities:

Incident Management & Triage:

• Monitor incoming ticket queues and perform immediate triage based on business impact and urgency.
• Assign P1–P4 priority levels accurately to ensure alignment with contractual SLA obligations.
• Directly resolve common user issues (access requests, password resets, etc) using the KB & KEDB.
• Escalate unresolved issues to the appropriate Engineering Pod with detailed reproduction steps and logs.

SLA Compliance & Reporting:

• Track and report on daily ticket volumes, ensuring that no “Aged P3” tickets exceed the 10% backlog health threshold.
• Notify the Service Delivery Lead immediately if a P1/P2 incident risks breaching its resolution window.
• Maintain and update the Known Error Database (KEDB) and Service Desk Runbooks to improve future FCR rates.

Quality & Communication:

• Provide high-quality, professional written and verbal updates to users and stakeholders.
• Ensure all ticket logs are comprehensive, documenting every action taken from “Open” to “Resolved.”
• Participate in the Daily Stand-up to highlight recurring user pain points that may require a “Maintenance User Story” from the dev team.

Required Qualifications & Experience (startup / cloud-first environments is a plus):

·       Bachelor’s degree in IT, Computer Science, or a related field.

·       4-5 years of experience in a Service Desk or Incident Management role within a global delivery model.

·       Strong hands-on experience with ITSM tools (Jira Service Management, ServiceNow, etc.).

·       Foundational knowledge of ITIL v4 frameworks (Incident, Request, and Problem Management).

·       Exceptional English communication skills (written and verbal), capable of handling late-night shifts with global stakeholders.

·       Excellent technical troubleshooting skills (understanding of web browsers, mobile app behavior, and cloud-based environments).

Why Join Us

• Direct impact on a high-visibility platform with a global user base.
• Work in a high-accountability environment with a 100% Say/Do ratio culture.
• Collaborate with an elite engineering squad on cutting-edge hi-tech challenges.
• Opportunity to grow into L2/L3 support or Service Delivery Management within a fast-growing boutique firm.