We are seeking a customer-focused and technically proficient Service Desk Analyst to provide first-level IT support to global users. The ideal candidate will handle support requests via phone, email, chat, and ticketing systems, ensuring timely resolution of issues while maintaining high levels of customer satisfaction. Strong communication skills, troubleshooting abilities, and a proactive approach to problem-solving are essential for this role.
Key Responsibilities
Provide first-line technical support via phone, email, chat, and web-based support tools.
Log, track, update, and resolve incidents and service requests using ServiceNow.
Troubleshoot issues related to Windows operating systems, applications, network connectivity, and user access.
Meet agreed service levels (SLA) for response and resolution times.
Take ownership of customer issues and drive them to resolution.
Escalate complex issues to appropriate support teams when required.
Deliver exceptional customer service and maintain professional communication with end users.
Work in rotational shifts and provide support in a global setting.
Create and maintain accurate documentation of incidents and resolutions.
Mandatory Skills
IT Service Desk / Helpdesk Support
ServiceNow Ticketing Tool
Windows Operating Systems Support
Microsoft Office Suite (Word, Excel, Outlook)
Incident Management
Remote Troubleshooting
Customer Support & User Management
Excellent Verbal and Written English Communication
Email, Phone & Chat Support
Preferred Skills
Basic Networking Concepts (TCP/IP, DNS, DHCP)
Active Directory User Administration
Password Reset & Account Management
Knowledge of VPN and Remote Access Support
Basic UNIX/Linux Knowledge
ITIL Fundamentals
Required Qualifications
Graduate degree or equivalent experience.
Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Customer Support environment.
Strong customer service orientation and problem-solving skill
📌 IT Helpdesk Engineer (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.