Junior Service Desk Analyst

📋 Description

• Serve as the primary contact for IT-related issues, inquiries, and service requests via various
• Log, classify, and prioritize incidents and requests using ITSM tools and following established
• Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams
• Provide clear, professional guidance to customers on appropriate courses of action and expected
• Collaborate with internal and external departments to deliver high-quality service and maintain
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements

🎯 Requirements

• 1-3 years of experience in managing L1 Call taking role
• Intermediate English language skills (both written and verbal)
• Strong problem-solving and analytical abilities to diagnose and resolve IT issues efficiently
• Customer-focused mindset
• Proficiency in using ITSM tools and ticketing systems
• Hardware, software and application troubleshooting experience

🎁 Benefits

• Work from home criteria (90% WFH, 10% WFO, mandatory in Bangalore)
• Rotational shifts with night shift allowance