IT Analyst

About the role

We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users. This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

What you'll do

• Enable and guide end users in using self-help tools for basic software and hardware issues
• Support incident and service request reporting
• Assist with password reset tools and account recovery processes
• Respond to “how-to” queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting)
• Log, categorize, and track incidents and requests to closure

What you need

• 2–7 years in software engineering
• ServiceNow
• ITIL
• SOP writing
• B.Tech or B.E. or B.Sc or BCA