Role Description Job Summary

We are seeking a customer-focused and technically proficient Service Desk Analyst to provide first-level IT support to global users. The ideal candidate will handle support requests via phone, email, chat, and ticketing systems, ensuring timely resolution of issues while maintaining high levels of customer satisfaction. Strong communication skills, troubleshooting abilities, and a proactive approach to problem-solving are essential for this role.

Key Responsibilities

- Provide first-line technical support via phone, email, chat, and web-based support tools.
- Log, track, update, and resolve incidents and service requests using ServiceNow.
- Troubleshoot issues related to Windows operating systems, applications, network connectivity, and user access.
- Meet agreed service levels (SLA) for response and resolution times.
- Take ownership of customer issues and drive them to resolution.
- Escalate complex issues to appropriate support teams when required.
- Deliver exceptional customer service and maintain qualified communication with end users.
- Work in rotational shifts and provide support in a global environment.
- Create and maintain accurate documentation of incidents and resolutions.

Mandatory Skills
- IT Service Desk / Helpdesk Support
- ServiceNow Ticketing Tool
- Windows Operating Systems Support
- Microsoft Office Suite (Word, Excel, Outlook)
- Incident Management
- Remote Troubleshooting
- Customer Support & User Management




- Excellent Verbal and Written English Communication
- Email, Phone & Chat Support

Preferred Skills

- Basic Networking Concepts (TCP/IP, DNS, DHCP)
- Active Directory User Administration
- Password Reset & Account Management
- Knowledge of VPN and Remote Access Support
- Basic UNIX/Linux Knowledge
- ITIL Fundamentals

Required Qualifications

- Graduate degree or equivalent experience.
- Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Customer Support environment.
- Strong customer service orientation and problem-solving skills.

Key Competencies
- Excellent Communication Skills
- Customer-Centric Approach
- Attention to Detail
- Team Collaboration
- Quick Learning Ability
- Responsibility & Ownership
- Professional Attitude
- Ability to Work Under Pressure

Keywords for Sourcing Service Desk, Helpdesk, IT Support, Technical Support, L1 Support, Windows Support, ServiceNow, Incident Management, End User Support, Desktop Support, Active Directory, Customer Support, Global Service Desk, IT Helpdesk Engineer Screening Mandatory Skills

- Service Desk / Helpdesk Support Experience
- ServiceNow
- Windows OS Support
- Excellent English Communication
- Phone/Email/Chat Support
- Incident & Ticket Management
- Customer Service Experience
- Rotational Shift Flexibility

Skills Customer Support, Incident Management, Production Support, Microsoft Office, ServiceNow, Ticketing Systems

📌 IT Helpdesk Engineer (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram