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Full job description
Job Title: Service Desk Analyst (4-5 Years Experience)
Job Summary
We are looking for a Service Desk Analyst with 4-5 years of experience in IT support to provide first-level technical assistance to end users. The candidate will be responsible for handling incidents and service requests, ensuring timely resolution, and delivering excellent customer support.
Key Responsibilities
- Act as the first point of contact for IT support via calls, emails, and ticketing tools
- Log and track incidents/service requests in the ticketing system
- Provide first-level troubleshooting and resolution for: o Password resets and account unlocks
o Outlook / O365 issues
o VPN and connectivity issues
o Printer and basic hardware issues
- Escalate complex issues to L2/L3 teams with proper documentation
- Ensure all tickets are updated and closed within defined SLAs
- Follow up with users to confirm issue resolution
- Maintain and update knowledge base articles
- Support user onboarding/offboarding activities
Required Skills & Qualifications
- 4-5 years of experience in Service Desk / IT Support
- Basic knowledge of: o Windows OS
o Microsoft Office 365
o Active Directory (user management, password reset)
- Experience with ticketing tools
- Understanding of ITIL processes (Incident & Request Management)
- Good troubleshooting and analytical skills
Soft Skills
- Strong communication and interpersonal skills
- Customer-focused mindset
- Ability to work under pressure and in shifts
- Good time management and multitasking ability
Job Types: Full-time, Permanent
Pay: ₹500,000.00 – ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
- Work from home
Work Location: In person