Hello Candidates,

Greetings From Hungry Bird IT Consulting Services Pvt Ltd.

We are hiring for L2 Service Desk Analyst for Our Client.

Experience: 3 to 6 years

Education: Any Graduate

Location: Chennai / Noida / Hyderabad

Shift: 24x7 Rotational Shifts

Work Mode: 5 Days Work From Office (WFO)

Key Skills & Requirements

- Proven experience in voice-based (International Voice Support) Service Desk support.
- Comfortable working in a voice/call support setting.
- Hands-on experience with ticketing tools, preferably ServiceNow.
- Strong troubleshooting experience with Outlook, VPN, Citrix, VDI, and Microsoft Office 365.
- Advanced knowledge of Microsoft Office applications and Office 365.
- Excellent communication and customer handling skills.

Roles & Responsibilities

- Handle escalated incidents from the Level 1 Service Desk team.
- Resolve incidents and service requests within defined SLAs.
- Manage a high volume of inbound user calls (approximately 90% of daily activities).
- Log, track, and manage incidents using the Incident Management System.
- Respond to user queries via phone, email, instant messaging, and ticketing systems.
- Assign incidents to appropriate support teams and ensure timely follow-up until resolution.
- Diagnose and resolve technical issues through user interaction, log analysis, and troubleshooting.




- Provide Level 2 remote desktop support and technical assistance in accordance with SOPs.
- Perform user account administration, including Active Directory-related tasks, and escalate complex issues when required.
- Configure, troubleshoot, and support PC-based software applications, including Microsoft Office, Outlook, and related productivity tools.
- Troubleshoot client-side software and basic network connectivity issues.
- Prioritize customer issues and ensure timely resolution.
- Assist in user training and contribute to knowledge base documentation when required.
- Ensure compliance with quality standards, regulatory requirements, and organizational policies.
- Drive customer satisfaction by improving resolution rates, maintaining low AHT, and minimizing ticket reopen and rejection rates.
- Maintain accurate work logs, follow escalation procedures, and manage support queues efficiently to ensure timely ticket closure.

(Interested candidates can share their CV with us at [email protected] or reach us at +91 (phone hidden).)

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Thanks Regards,

Aradhana,

+91 (phone hidden)

📌 Service Desk Analyst (Uttar Pradesh)
🏢 Hungry Bird It Consulting Services
📍 Uttar Pradesh