Job description
OVERVIEW
Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, skilled manner. This position will perform related work as required.

DESCRIPTION
- Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
- Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.




- Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
- Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
- Research required information using available resources.
- Follow standard processes and procedures.
- Identify and escalate priority issues to appropriate teams and resources, as applicable.
- Accurately process and record the communication on the Service Desk ticket.
- Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
- Organize thoughts and communicate verbal messages appropriate to listeners and situations.
- Follow up timely and make callbacks as scheduled, where necessary.
- Stay current with system information, changes,

📌 Service Desk Analyst | Pune
🏢 TransPerfect
📍 Pune