Job Summary

We are looking for a proactive and customer-focused Service Desk Support Analyst to provide first-level technical support to end-users. The ideal candidate will be responsible for resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction through timely and effective communication.

Key Responsibilities

- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

- Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.

- Escalate unresolved issues to appropriate support teams and follow up to ensure resolution.

- Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy).

- Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting.

- Assist with user account management (Active Directory, Exchange, Office 365).

- Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

- Support onboarding and offboarding processes including device setup and access provisioning.

- Maintain knowledge base articles and documentation for common issues and solutions.





- Adhere to SLAs and ensure timely resolution of tickets.

- Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.

- Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Required Skills & Qualifications:
- Diploma or bachelor’s degree in IT, Computer Science, or related field.

- 1–3 years of experience in a technical support or service desk role.

- Strong knowledge of Windows OS, Mac OS, Microsoft Office, and basic networking.

- Familiarity with ITSM tools and remote support software.

- Excellent communication and interpersonal skills.

- Strong problem-solving and multitasking abilities.

Preferred Qualifications
- ITIL Foundation Certification

- CompTIA A+ or Microsoft Certified: Modern Desktop Administrator

- Experience supporting macOS and mobile devices (iOS/Android) is a plus

- Ability to work in a fast-paced, 24/7 operational environment

- Soft Skills
- Customer-oriented mindset with a focus on service excellence

- Ability to work in a fast-paced, team-oriented workplace

- Willingness to work in shifts or on-call rotations

📌 Service Desk Support Analyst (Bengaluru)
🏢 Visionet Systems
📍 Bengaluru