Lucknow, Uttar Pradesh
Job Summary
The Service Desk Analyst serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing Level-1 technical support, managing incidents and service requests, ensuring timely resolution within SLA targets, and delivering an excellent customer experience. Responsibilities include troubleshooting hardware, software, network, Microsoft applications, and access-related issues while maintaining accurate documentation in the ITSM tool
Key Responsibilities
Incident & Request Management Act as the single point of contact for users via phone, email, chat, and self-service portal. Log, categorize, prioritize, and track incidents and service requests in ServiceNow or equivalent ITSM tools. Resolve Level-1 technical issues related to desktops, laptops, printers, operating systems, email, and business applications. Escalate unresolved issues to Level-2/Level-3 teams while maintaining ownership of tickets. Ensure adherence to SLA and KPI requirements. [JD - Service Desk | Word], [ Hiring: ...proactive | Viva Engage] Technical Support Support Windows operating systems, Microsoft 365 applications, browsers, VPN, and mobile devices. Perform password resets, account unlocks, access management, and user provisioning. Troubleshoot network connectivity, LAN/WAN, Wi-Fi, and remote access issues. Provide remote desktop support to end users. Support printing, conferencing, and collaboration tools. [Service_De...quirements | Word], [Employee C...1 agent JD | Word] Customer Service Deliver excellent customer service and maintain high customer satisfaction scores. Communicate effectively with users regarding issue status and resolution timelines. Follow standard operating procedures and call-handling guidelines. Create and maintain knowledge articles for recurring issues. [JD - Service Desk | Word], [ Hiring: ...proactive | Viva Engage] Documentation & Reporting Maintain accurate ticket documentation and troubleshooting records. Update knowledge base articles and operational documentation. Generate reports related to ticket trends, SLA compliance, and service performance.
Skill Requirements
Technical Skills Windows 10/11 Administration Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint) Active Directory / Azure AD (basic administration) ServiceNow or ITSM tools VPN and Remote Support Tools Basic Networking (TCP/IP, DNS, DHCP, LAN/WAN) Hardware and Peripheral Troubleshooting [Employee C...1 agent JD | Word], [PC service JD | Word] Soft Skills Excellent verbal and written communication Strong customer service orientation Analytical and problem-solving skills Time management and multitasking capabilities Team collaboration and stakeholder management skills
Other Requirements
Bachelor\'s degree in Computer Science, Information Technology, or related field. 1–5 years of Service Desk / IT Support experience. ITIL Foundation certification preferred. Experience working in a 24x7 support environment is desirable
Key Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nFirst Call Resolution (FCR)\\\\r\\\\nSLA Compliance\\\\r\\\\nAverage Resolution Time\\\\r\\\\nCustomer Satisfaction (CSAT)\\\\r\\\\nTicket Backlog Management\\\\r\\\\nKnowledge Article Contributions\\\\r\\\\n\\\\r\\\\nPreferred Experience\\\\r\\\\n\\\\r\\\\nServiceNow ITSM\\\\r\\\\nMicrosoft 365 Support\\\\r\\\\nActive Directory Administration\\\\r\\\\nRemote End User Support\\\\r\\\\nIncident, Request, and Knowledge Management\\\\r\\\\nShift-based Global Support Operations
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