Role-Service Desk Analyst.

Experience-3 to 6 yrs.

Location-Pune.

Desired Competencies (Technical/Behavioral Competency)

Must-Have

- Strong knowledge of: o Windows OS and Microsoft Office applications o Basic networking concepts (LAN, WAN, VPN) o Active Directory and user account management • Robust verbal and written communication skills • Ability to manage multiple tasks and work under pressure • Customer-oriented mindset with a focus on service excellence

Good-to-Have

• Strong understanding of Service Desk operations and ITIL framework

Role descriptions / Expectations from the Role

1 • Serve as the first point of contact for all IT service requests and incidents via phone, email, or ticketing system

2 • Provide Level 1 support for hardware, software, network,



and application issues

3 • Log, categorize, and prioritize incidents and service requests in the ticketing system

4 • Troubleshoot and resolve common technical issues in a timely manner

5 • Escalate complex incidents to Level 2/3 support teams as needed

6 • Monitor ticket queues to ensure SLA compliance

7 • Assist in user account management (password resets, access provisioning, etc.)

8 • Maintain accurate documentation of issues, solutions, and procedures

9 • Contribute to knowledge base articles and continuous service improvement

📌 Service Desk Analyst (Pune)
🏢 Tata Consultancy Services
📍 Pune