POSITION SUMMARY Alphanumeric is hiring an ITS Service Desk Analyst based in India for a full-time remote job Reporting to the Team Lead Manager your primary responsibilities will be to always provide polite and qualified support to external customers and clients You will receive document and track all incoming customer user calls for immediate remedy and closure You will be accountable for your own personal performance regarding metrics and serve as the single point of contact SPOC for incidents including owning the call through closure Paid training is provided JOB CONDITIONS Type of contract permanent Model work from home 100 Salary base 49 000 INR gross per month Benefits internet allowance private health insurance Working shift this could vary depending on what is needed between 6 am and 8 pm EST - flexibility is required from your end - may be required to work on weekends Training shift 8 am to 5 pm EST Start date ASAP ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Provide timely IT service desk support to contracted clients Use defined procedures for responding to customer calls Collect information from caller and document data elements in designated tool Maintain records of all calls from customers using designated Service Management tool Provide detailed documentation of all steps involved in resolving customer issues Escalate issues to the appropriate department and personnel Investigate examine troubleshoot and solve hardware and software issues quickly Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers Provide support and instruction for client products Perform all procedures based on Standard Operating Procedures SOPS with associated testing Update knowledge base for all clients Unlock and reset passwords for user accounts Resolve issues for clients using designated remote access tool Ability to have flexible schedule to assist in responding to emergency support issues and situations Other duties as assigned EDUCATION AND OR EXPERIENCE Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and or any equivalent combination of education and experience CERTIFICATES LICENSES REGISTRATIONS A certification or equivalent experience with a Geek Squad or European Equivalent COMPUTER SKILLS OKTA ServiceNow and high proficiency in O365 important Solid computer keyboarding multiple monitor and touchpad skills General understanding of various software and hardware COMMUNICATION SKILLS REASONING ABILITY AND OR MATHEMATICAL SKILLS Excellent written and oral English communication skills Native level fluency in designated language Exceptional problem solving and organizational skills Excellent analytical and problem-solving skills Excellent customer service orientation Ability to adjust and adapt to situations in a timely manner Motivated self-starter proactive with initiative to work and learn

📌 It Service Desk Analyst - 100% Remote (based In India)
🏢 Alphanumeric Systems
📍 India