It Service Desk Analyst

Role & responsibilities

Job Title: IT Service Desk Analyst (Voice Process)

Location: Gurugram (SP Infocity)
Experience: 1-3 Years
Work Mode: Work From Office
Shift: 24x7 Rotational Shifts

Job Description

We are looking for a dynamic and customer-focused IT Service Desk Analyst to join our Global Service Desk team. The ideal candidate should have experience in voice-based IT support, excellent communication skills, and a strong understanding of IT Helpdesk operations. The role involves providing first-level technical support to end-users, resolving IT issues, and ensuring high customer satisfaction.

Key Responsibilities

• Provide Level 1 technical support via phone, email, and ticketing systems.
• Handle incoming user queries related to hardware, software, network, and application issues.
• Troubleshoot Windows OS, Microsoft Office, Outlook, and basic network connectivity issues.
• Log, track, and resolve incidents and service requests through ticketing tools.
• Escalate unresolved issues to appropriate support teams.
• Follow standard operating procedures (SOPs) and Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents and resolutions.
• Deliver excellent customer service and ensure timely issue resolution.

Required Skills

• Strong verbal and written communication skills.

• Experience in Voice Process / IT Helpdesk / Service Desk support.

• Good knowledge of:

• Windows Operating Systems

• Microsoft Office Suite

• Outlook

• Basic Networking Concepts

• Active Directory (preferred)

• Ticketing Tools such as ServiceNow, Remedy, Jira, etc.

• Strong troubleshooting and problem-solving abilities.

• Ability to work in a 24x7 rotational shift environment.