Service Desk Analyst

📋 Description

• Serve as the first point of contact for end-user incidents and service requests received through
• Verify user information and assess the nature, urgency, and business impact of technical issues.
• Log, categorize, prioritize, update, and resolve incidents and service requests using IT Service
• Provide first-level troubleshooting for laptops, desktops, mobile devices, printers, peripherals
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Exchange
• Perform authorized password resets, account unlocks, multifactor authentication assistance, group

🎯 Requirements

• At least 1 year of experience in a Service Desk, Help Desk, desktop support, technical support
• Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint devices, printers
• Foundational experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft
• Experience with ServiceNow or a comparable ITSM platform for logging, categorizing, prioritizing
• Ability to follow knowledge articles, scripts, standard operating procedures, security controls
• Strong customer service, communication, active listening, troubleshooting, and documentation skills.

🎁 Benefits

• Work arrangement: Remote position.
• Location: India, with the role based in Gurugram.
• Employment type: Full-time.
• Work environment: Structured IT support environment with established processes and knowledge
• Professional development: Opportunity to strengthen technical troubleshooting and IT service
• Career growth: Exposure to enterprise IT systems, Microsoft technologies, endpoint management, and