Job Summary:

We are seeking a motivated and customer-focused Service Desk Analyst to provide Level 1 support for end users. The ideal candidate will be responsible for handling technical issues related to hardware, software, and network systems by following standard operating procedures (SOPs). This role requires excellent troubleshooting skills, strong communication, and a commitment to providing outstanding support services.

Key Responsibilities:

- Provide Level 1 remote desktop support in accordance with defined SOPs and SLAs.
- Troubleshoot and resolve basic hardware, software, and network issues via phone, email, chat, or remote tools.
- Escalate unresolved incidents to appropriate Level 2/3 support teams with detailed documentation.
- Perform user account provisioning, deprovisioning, and access rights management in line with company policies.
- Accurately log, track, and update incidents and requests in the Incident Management System ServiceNow – ITSM tool.
- Respond to and manage incoming service requests via phone, Chat,



& ticketing systems - ServiceNow
- Assign incidents and service requests to relevant support teams and track progress through to resolution.
- Collaborate with internal support groups to resolve complex issues.
- Ensure high levels of customer satisfaction through timely and qualified communication.
- Follow up with users to confirm resolution and close service requests.

Required Skills and Qualifications:

- 0-2 years of experience in a Service Desk or IT Support environment.
- Strong understanding of Windows OS, Microsoft 365, basic networking, and remote support tools.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira )
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills with a customer-first mindset.
- Ability to prioritize and manage multiple tasks in a rapid-paced environment.

📌 Global Service Desk Analyst (Karnataka)
🏢 Wissen Digital
📍 Karnataka