Service Desk Analyst

About the role

Position Summary - The Service Desk Analyst provides first-line technical support to end users, ensuring incidents and service requests are logged, categorized, prioritized, resolved, or escalated in accordance with agreed service levels. The role combines strong customer service, technical troubleshooting, accurate documentation, and effective communication to minimize disruption, maintain business continuity, and deliver a consistent end-user experience.

What you'll do

• Perform initial diagnosis, resolve issues within scope, and escalate unresolved or high-impact issues through the defined support model
• Maintain accurate ticket notes, ownership, status, resolution details, and user communications throughout the ticket lifecycle
• Manage assigned queues and workload to meet agreed response and resolution targets
• Support major incidents by providing timely updates, accurate records, and defined communications as required
• Provide remote and, where required, on-site support for desktops, laptops, peripherals, mobile devices, operating systems, and approved business applications

What you need

• 1–2 yrs of experience
• Active Directory
• Hardware
• Office 365
• Troubleshooting
• Windows
• iOS
• MCA or B.Tech or B.E. or B.Sc

Good to have

• Security training
• Android