Analyst - Service Desk 5B

Role overview

Responsibilities

• Serve as the first contact for incidents and service requests received by phone, email, chat, or ticketing system.
• Log, categorize, prioritize, and track tickets using ITIL processes.
• Support hardware, software, network, and application issues at first line.
• Resolve common issues using documented procedures and knowledge base articles.
• Escalate unresolved incidents to Level 2 or Level 3 teams with clear documentation.
• Monitor queues for service-level compliance and timely resolution.
• Provide users with regular ticket-status updates.
• Perform password resets, account unlocks, and access-request administration.
• Follow incident, request, problem, and change management processes.
• Improve knowledge base content and recommend fixes for recurring issues.

Required qualifications

• Prior experience in a service desk or IT support role.
• Basic understanding of ITIL and service management principles.
• Familiarity with ticketing systems.
• Knowledge of Windows or macOS and common business applications.
• Basic LAN/WAN, VPN, and DNS networking knowledge.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, shift-based environment.
• English proficiency at C2 level.

Preferred qualifications

• ITIL Foundation certification or willingness to obtain it.
• Experience with Microsoft 365, Active Directory, and endpoint devices.
• Prior call center or customer-facing support experience.

Additional role skills

• IT service desk, field support, and workplace services.
• ServiceNow and macOS support.
• Business continuity planning and collaboration tools.

Work arrangement

• Hybrid work arrangement.
• Rotating shift in India.