Service Desk Analyst

About the role

We are seeking a Service Desk Analyst with 2–3 years of experience to deliver first‑level IT support and ensure smooth end‑user service operations. The role involves managing incidents and service requests, adhering to SLAs, and providing high‑quality customer support.

Key responsibilities

• Act as the first point of contact for end‑users via phone, email, and chat.
• Log, categorize, prioritize, and track incidents and service requests in ticketing tools.
• Provide L1 support for technical issues and service requests.
• Ensure tickets are resolved within defined SLAs or escalate to L2/L3 teams.
• Maintain clear communication with users on status updates and resolution timelines.
• Follow standard incident, request, and problem management processes.
• Create and maintain knowledge‑base articles and SOPs for recurring issues.
• Manage the full ticket lifecycle (log → assign → resolve → close).
• Collaborate with IT teams and external vendors for effective issue resolution.

Required profile

• 2–3 years of experience in Service Desk or IT Support (L1).
• Strong understanding of ticketing tools and SLA management.
• Good knowledge of incident management processes.
• Excellent communication and customer handling skills.
• Ability to troubleshoot, prioritize, and escalate issues effectively.

Required skills

• Ticketing tools