IT Support (4-5 years) Full Time

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