About the Job

As a Senior Service Desk Analyst, you will play a key role in providing advanced technical support to end-users, ensuring the smooth operation of IT systems, and contributing to the overall efficiency of the organization. Leveraging the expertise, you will troubleshoot complex issues, mentor junior team members, and collaborate with cross-functional teams to enhance the quality of remote support services. You should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. Support window includes all 24/7 office users as well as remote users at home location (WFH)

As Senior Service Desk Analyst, You Will…

Provide expert-level technical support for hardware, software, and network-related issues
Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users
Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices
Conduct training sessions to enhance the skills of the remote support team
Manage and prioritize escalated support issues,



ensuring timely resolution and effective communication with end-users
Collaborate with other support tiers and departments for seamless issue resolution
Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices
Contribute to the development of a knowledge base and ensure its accessibility to the support team
Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution
Stay informed about the latest advancements in remote support tools and recommend improvements
Uphold a high standard of customer service, ensuring positive interactions with end-users
Address and resolve challenging customer situations professionally and efficiently
Identify opportunities for process improvement and actively participate in the implementation of recent tools and methodologies
Provide insights and recommendations for enhancing the

📌 Senior Service Desk Analyst (Hyderabad)
🏢 Intouch CX
📍 Hyderabad