Service Desk/ IT Support Analyst

Location: Hyderabad

Experience: 1-3 years

Immediate Joiners Preferred.

Shift: 24/7

Work Mode: Hybrid

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 professional, 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 resolution.
- Contribute to the creation and update of KBAs based on recurring incidents and solutions.
- Share knowledge and best practices with team members.

Service Excellence & Compliance

- Adhere to SLA, KPI, and quality standards.
- Maintain accurate ticket documentation and activity logs.
- Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
- Ensure compliance with information security and organizational policies.

Required Skills & Qualifications

Education

- Bachelor's Degree in Computer Science, Information Technology, or related discipline.
- Equivalent technical certifications may be considered.

Technical Skills

- Knowledge of Windows OS, Microsoft Office/Microsoft 365.
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
- Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
- Familiarity with ITIL framework and Service Desk operations.

Soft Skills

- Strong customer service orientation.
- Excellent verbal and written communication skills.
- Analytical and problem-solving abilities.
- Ability to work in a quick-paced environment and manage multiple priorities.
- Strong teamwork and collaboration skills.

Preferred Qualifications

- ITIL Foundation Certification.
- Microsoft Certifications (M365, Azure Fundamentals).
- 1-3 years of Service Desk, Help Desk, or Technical Support experience.

📌 Service Desk Analyst (Hyderabad)
🏢 Genpact
📍 Hyderabad