It Service Desk Analyst

Immediate to 15 days Joiners Only

Location -Bangalore

US Time shift

Key Responsibilities:

• Manage Tier 1 help desk tickets through the company's internal ticketing system.
• Troubleshoot common IT issues and provide support for O365, client applications, and daily operating environments using available tools.
• Perform basic Windows administration tasks, including password resets, email backups, Outlook synchronization issues, and file/folder management.
• Diagnose and resolve basic network connectivity and printer-related issues.
• Escalate complex technical problems to Technical Support Specialist II or appropriate resolver groups.
• Ensure timely resolution by following up on outstanding requests.
• Document all troubleshooting steps and contribute to the knowledge base.
• Adhere to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection.
• Minimize user downtime by providing accurate communication and efficient issue resolution for unscheduled outages.
• Work within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred.
• Maintain regular communication with IT management through timely operational reporting and collaborate with team members on support issues and needs assessments.

Qualifications & Skills:

• 3-4 years of experience in customer service or a help desk role.
• Strong troubleshooting skills for Windows OS, O365, and common IT issues.
• Basic understanding of network connectivity and printer troubleshooting.
• Ability to document resolutions and contribute to a knowledge base.
• Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows.
• Excellent communication skills and a proactive approach to issue resolution.