Service Desk Analyst - ServiceNow - ITIL
Rs 4 - 10 lakhs p.a.Teamware Solutions
Job Summary: The Service Desk Analyst is the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt support, troubleshooting issues, and ensuring incidents and service requests are resolved efficiently to minimize disruption to business operations.
Key Responsibilities:
Provide first-level technical support to users via phone, email, or ticketing system
Log, track, and manage incidents and service requests using ITSM tools
Troubleshoot hardware, software, network, and application issues
Escalate unresolved problems to the appropriate support teams
Follow standard operating procedures for incident resolution and service request fulfillment
Install, configure, and support desktop applications and operating systems
Assist with user account management, password resets, and access control
Maintain detailed documentation of problems and resolutions
Monitor ticket queues and ensure SLAs are met
Deliver excellent customer service and maintain professionalism in all interactions
Required Skills and Qualifications:
- Bachelor's degree or diploma in Information Technology or related field
- 1–3 years of experience in a technical support or service desk role
- Familiarity with Windows and Mac operating systems
- Knowledge of Microsoft Office Suite, email systems, and basic networking concepts
- Experience using ITSM tools like ServiceNow, BMC Remedy, or Freshservice
- Strong communication, troubleshooting, and interpersonal skills
Preferred Qualifications:
ITIL Foundation certification
Experience with remote support tools and Active Directory
Familiarity with incident, problem, and change management processes
Exposure to mobile device management and VPN configuration
Understanding of enterprise security and access policies
Vacancy posted a month ago
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