ServiceDesk Analyst
ConfidentialHyderabad / Secunderabad, Telangana, India4 days ago
Job descriptionMinimum 5 years of ServiceDesk / IT Support experience. Strong knowledge of ITIL processes (Incident, Request, Problem, Change). Hands-on experience with ITSM tools (ServiceNow preferred). Proficiency in Windows, Office 365, remote troubleshooting, and other enterprise applications. Excellent communication and interpersonal skills with a customer-first mindset. Ability to work in shifts and under pressure while maintaining professionalism. ITIL Foundation certification . Experience in automation, self-service portals, or AI-driven support tools. The role requires working from the office as per shift requirements.
Job Description – ServiceDesk Analyst (5+ Years Experience)
We are looking for an experienced ServiceDesk Analyst with 5+ years of expertise in IT support and customer service. The ideal candidate will deliver high-quality technical support, ensure SLA adherence, and drive service excellence across multiple channels.
Key Responsibilities
- Provide L1 / L2 support for incidents, requests, and service queries via phone, email, chat, and portal.
- Prioritize, troubleshoot, and resolve issues related to hardware, software, networks, and enterprise applications.
- Ensure timely escalation of unresolved issues to appropriate support teams.
- Monitor ticket queues and enforce SLA compliance for all incidents and requests.
- Validate and follow up on aging tickets to ensure timely closure and avoid SLA breaches.
- Maintain and update knowledge base articles and process documentation.
- Collaborate with cross-functional teams to enhance user experience and service delivery.
- Drive ServiceDesk initiatives and collaborate with stakeholders to take them forward.
Required Skills & Experience
Preferred
Additional Information
Skills Required
Servicenow, Enterprise Applications, Itil Processes, Windows, remote troubleshooting , Office 365
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Analyst • Hyderabad / Secunderabad, Telangana, India
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