Position: Service Desk Analyst
Location: Mohali
Shift: Rotational UK Shifts
Employment Type: Full-Time
Experience: Freshers & Experienced Candidates Welcome
About the Role
We are looking for a proactive and customer-focused Service Desk Analyst to join our IT support team. The ideal candidate will be responsible for providing first-level technical support, troubleshooting IT issues, and ensuring timely resolution of user requests. This role is ideal for fresh graduates who are passionate about technology and customer service and are looking to build a career in IT support.
Key Responsibilities
- Provide first-line technical support to end users via phone, email, chat, and ticketing systems.
- Diagnose and troubleshoot hardware, software, network, and system-related issues.
- Log, track, and manage incidents and service requests through the ticket management system.
- Escalate complex technical issues to appropriate support teams when required.
- Assist users with account management, password resets, software installations, and system access requests.
- Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.
- Maintain accurate documentation of issues, resolutions, and support procedures.
- Adhere to service level agreements (SLAs) and organizational support processes.
- Collaborate with internal teams to identify and resolve recurring technical issues.
Eligibility Criteria
- B.Tech / Bachelor’s Degree in Computer Science or a related field.
- Freshers are encouraged to apply.
- Basic understanding of IT infrastructure, operating systems, and networking concepts.
- Knowledge of troubleshooting desktop, laptop, software, and connectivity issues.
- Familiarity with Windows operating systems, Microsoft Office, and common business applications.
Preferred Skills
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills.
- Customer-service-oriented mindset.
- Ability to work effectively in a fast-paced environment.
- Basic knowledge of Active Directory, Office 365, and ticketing tools is an advantage.
- Certifications such as CompTIA A+, CompTIA Network+, CCNA, MCP, or other hardware/networking certifications will be an added advantage.
Work Schedule & Benefits
- Rotational UK Shifts
- Alternate Saturdays Off
- 5.5-Day Work Week
- We follow the UK Bank Holiday Calendar; Indian public holidays are not applicable.
- Opportunity to work in an international support environment with excellent learning and career growth opportunities.
Job Types: Full-time, Permanent, Fresher
Pay: ₹22,694.39 - ₹31,769.15 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
