IT Service Desk Analyst

Position Overview

The Service Desk Analyst L1 provides support for incident resolution and requests reported by employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding the use of applications, software, hardware, and infrastructure components. The Analyst collects information through customer conversations, probing, accessing support tools, and enlisting additional support teams when necessary. Problems beyond their scope are escalated promptly to the appropriate teams.

Key Responsibilities

• Perform technical support across telephone, chat, emails, or self-service tickets for all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks in compliance with internal policies.
• Offer hardware and software support including applications like MS Office, Citrix, VPN, SCCM, and Amazon Workspaces.
• Deliver first level resolutions leveraging standard operating procedures or work instructions.
• Perform customer callbacks as required and provide remote solutions in a manner understandable to non-technical users.
• Develop or flag the need for new knowledge articles when current resources are insufficient.
• Take ownership of tickets/requests and maintain proactive communication with customers to ensure speedy resolution.
• Utilize ServiceNow/SNOW/RemedyNow or any ITSM tool effectively.
• Meet service level agreements including response times, ASA, AHT, and CSAT metrics.
• Provide refreshers to onshore and offshore new members.
• Manage and support different Lines Of Business (LOBs) as required.
• Demonstrate basic understanding of DHCP, DNS, IP addressing, and subnetting.
• Address Wireless LAN and Ethernet desktop configuration issues.
• Maintain knowledge of Mobile OS such as iOS, iPadOS, and Android.

Required Qualifications

• Effective oral and written communication skills in all known languages.
• 1-5 years of work experience in IT Technical Support or Service Desk roles.
• Demonstrated knowledge and experience troubleshooting issues on Windows, iOS, and Android OS.
• Experience with the ServiceNow ticketing system.
• Open to work in a 24*7 Work Environment with rotational Shifts and Week-Offs.
• Bachelor’s Degree in Computer Science or a similar field; IT Diploma holders are also preferred.