Job Title: Service Desk Analyst

Job Location: Powai, Mumbai

Job Overview

We are looking for a Service Desk Analyst to join our global service desk team. This role combines L1 technical support, L2 escalation management, service excellence, and process improvement responsibilities.

The role will support day-to-day service desk operations while driving initiatives that improve service quality, efficiency, knowledge management, and customer experience. The ideal candidate will be analytical, proactive, and comfortable working with global and cross-functional teams.

Key Responsibilities

- Provide L1 technical support and manage service desk requests and incidents in line with defined service levels.
- Support L2 escalation management, coordinating with relevant technical and functional teams for timely resolution.
- Identify opportunities to improve service desk processes, workflows, technology, and automation.
- Define, monitor, and analyse service excellence metrics and KPIs to identify trends and improvement opportunities.
- Conduct root cause analysis and workflow reviews to identify inefficiencies and recommend practical solutions.
- Create, update, maintain, and publish service desk knowledge articles to improve first-contact resolution and knowledge sharing.
- Collaborate with global and cross-functional teams to capture, prioritise, and implement improvement initiatives.
- Support the adoption of continual improvement methodologies, tools, and best practices within the service desk team.
- Contribute to initiatives focused on improving customer experience, operational efficiency, and service quality.




- Promote a culture of continuous learning, problem-solving, innovation, and service excellence across the team.

Must-Have Skills & Experience

- 2–4 years of experience in IT Service Desk / IT Support operations, preferably in a global service desk workplace.
- Hands-on experience in L1/L2 technical troubleshooting and service desk ticket management.
- Strong analytical and problem-solving skills, including experience in root cause analysis and identifying process inefficiencies.
- Experience with service management metrics/KPIs, SLA monitoring, and service performance reporting.
- Excellent communication and collaboration skills, with the ability to work effectively with global and cross-functional teams.

Preferred Skills & Experience

- Experience in continual/continuous service improvement, process optimisation, or service excellence initiatives.
- Knowledge of ITIL or similar IT service management frameworks and continual improvement methodologies.
- Experience in knowledge management, including creating and maintaining service desk knowledge articles, with exposure to automation or process improvement tools.

What We're Looking For

We are looking for someone who can go beyond resolving tickets and contribute to how the service desk can work better. You should be curious, data-driven, proactive, and comfortable identifying problems, challenging existing processes, and turning improvement ideas into practical solutions.

If you are passionate about technology, service excellence, and continuous improvement, we would love to hear from you.

📌 Service Desk Analyst (Mumbai)
🏢 Vallaham
📍 Mumbai