Service Desk Analyst

Salary : 15 - 20 LPA

Client : Birla soft

Excellent Communication skills are required - Major support will be Voice based

Skill : Service Desk Analyst

No of positions : 15

Years of experience : 5-7 yrs minimum

Location : Mumbai / Pune

Job Summary :

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our international support team. The ideal candidate will provide first-line technical support to users across multiple regions, ensuring timely resolution of IT issues and maintaining high levels of customer satisfaction.

Key Responsibilities :

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, network, and application issues.
• Escalate unresolved issues to appropriate internal teams or third-party vendors.
• Monitor and manage service desk tickets to ensure SLAs are met.
• Provide support for international users across different time zones and languages.
• Maintain accurate documentation of issues, resolutions, and procedures.
• Assist in onboarding / offboarding processes including account setup and hardware provisioning.
• Collaborate with global IT teams to ensure consistent support and knowledge sharing.
• Participate in continuous improvement initiatives and contribute to the knowledge base.

Required Qualifications :

Work Schedule :

Rotational shifts to support global operations, including weekends and holidays as needed.

Communication & Language Round - This initial round assesses the candidate's communication skills, grammar, pronunciation, and overall confidence in using English effectively.

Technical Round : Candidates who clear the first round proceed to a technical interview, where their domain knowledge and problem-solving abilities are evaluated.

(ref : hirist.tech)