Senior Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Noida, India

Skills: English, Arabic, Microsoft Windows, MS Office, O365, Outlook, Teams, VPN, ITSM, ServiceNow, ITIL

Job Summary
The IT Service Desk Analyst is responsible for providing 24x7 first-level IT support to end users through voice-based interactions, ensuring timely resolution of incidents, service requests, and user queries. The role requires solid spoken English communication skills, customer orientation, and the ability to work in a rotational shift model supporting global users.

Key Responsibilities

• Provide 24x7 voice-based IT support to end users across global locations
• Act as the first point of contact (L1) for IT incidents and service requests
• Diagnose and resolve issues related to:

End-user computing (Windows, laptops/desktops)
MS Office / O365
Outlook,



Teams, VPN, collaboration tools
Basic network connectivity issues

• Accurately log, track, update, and close tickets in the ITSM tool (e.g., ServiceNow)
• Follow ITIL-based processes for Incident, Request, and Knowledge Management
• Perform initial troubleshooting and provide resolution within defined SLAs
• Escalate unresolved or complex issues to L2/L3 teams with complete documentation
• Provide transparent, courteous, and skilled communication to users at all times
• Adhere to defined SOPs, shift schedules, and compliance requirements
• Participate in knowledge updates, call quality checks, and continuous improvement initiatives

Other Requirements
ITSD / GAM

📌 Senior Analyst English, Arabic, Microsoft Windows Noida
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