Service Desk Analyst – IT Support (1-3 yrs Experience)

About the role

We are looking for a motivated Service Desk Analyst to join our IT support team. You will provide first‑line and second‑line assistance to end users, handling a high volume of tickets while ensuring timely resolution and high satisfaction.

Key responsibilities

• Deliver Level 1 and Level 2 support via phone, email, and ticketing platforms such as ServiceNow and Vayusphere.
• Diagnose and resolve incidents involving desktops, laptops, printers, Outlook, VPN, network connectivity, and other end‑user systems.
• Follow ITIL processes for incident and service request management, documenting each ticket accurately.
• Escalate unresolved issues to Level 2 or Level 3 teams within agreed SLA timelines.
• Maintain up‑to‑date ticket records, use closure templates, and provide regular follow‑up updates to users.
• Apply the three‑strike user follow‑up process to improve communication and satisfaction.

Required profile

• 1–3 years of experience in an IT Service Desk or Help Desk environment.
• Strong troubleshooting skills and ability to work efficiently under pressure.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• ServiceNow
• Vayusphere
• Microsoft Outlook
• VPN configuration and troubleshooting
• ITIL process knowledge