Hyderabad, Telangana
Job Summary
Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time
Key Responsibilities
Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time
Skill Requirements
Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time
Other Requirements
Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
