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.
- Solid problem-solving and multitasking abilities.

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