Service Desk Analyst
Location: Hyderabad
Experience: 1-3 years
Immediate Joiners Preferred.
Shift: 24/7
Work Mode: Hybrid
For Immediate response, Kindly share resumes to
[email protected] with Sub of "SD" along with notice period.
I Round – Communication Skill Checks
II & III – Technical
Job Summary
The Service Desk Agent serves as the first point of contact for end users seeking technical assistance. The role is responsible for providing Level 1 support, troubleshooting IT-related incidents and service requests, ensuring timely resolution, maintaining high customer satisfaction, and adhering to SLA commitments. The Service Desk Agent manages incidents through phone, chat, email, and self-service channels while documenting and escalating issues when required.
Key Responsibilities
Incident & Request Management
Act as the primary point of contact for IT support requests.
Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
Perform initial diagnosis and troubleshooting for hardware, software, application, email,
VPN, network connectivity, and access-related issues.
Provide first-call resolution whenever possible.
Escalate unresolved incidents to appropriate support teams following escalation procedures.
Monitor and follow up on open tickets until closure.
Customer Support
Deliver exceptional customer service through phone, chat, email, and remote support channels.
Keep users informed regarding ticket status and expected resolution timelines.
Ensure customer interactions are qualified, courteous, and solution-oriented.
Technical Support
Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.
Perform password resets, account unlocks, and basic access management activities.
Utilize remote support tools to diagnose and resolve issues efficiently.
Knowledge Management
Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue r
📌 Service Desk Analyst (Hyderabad)
🏢 Genpact
📍 Hyderabad