Service Desk Analyst
Location: Hyderabad
Experience: 1-3 years
Immediate Joiners Preferred.
Shift: 24/7
Work Mode: Hybrid

For Immediate response, Kindly share resumes to [email protected] with Sub of "SD" along with notice period.

I Round – Communication Skill Checks
II & III – Technical

Job Summary
The Service Desk Agent serves as the first point of contact for end users seeking technical assistance. The role is responsible for providing Level 1 support, troubleshooting IT-related incidents and service requests, ensuring timely resolution, maintaining high customer satisfaction, and adhering to SLA commitments. The Service Desk Agent manages incidents through phone, chat, email, and self-service channels while documenting and escalating issues when required.

Key Responsibilities
Incident & Request Management
Act as the primary point of contact for IT support requests.
Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.
Provide first-call resolution whenever possible.
Escalate unresolved incidents to appropriate support teams following escalation procedures.
Monitor and follow up on open tickets until closure.
Customer Support
Deliver exceptional customer service through phone, chat, email, and remote support channels.
Keep users informed regarding ticket status and expected resolution timelines.
Ensure customer interactions are professional, courteous, and solution-oriented.
Technical Support
Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN,



and standard business applications.
Perform password resets, account unlocks, and basic access management activities.
Utilize remote support tools to diagnose and resolve issues efficiently.
Knowledge Management
Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue resolution.
Contribute to the creation and update of KBAs based on recurring incidents and solutions.
Share knowledge and best practices with team members.
Service Excellence & Compliance
Adhere to SLA, KPI, and quality standards.
Maintain accurate ticket documentation and activity logs.
Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
Ensure compliance with information security and organizational policies.

Required Skills & Qualifications
Education
Bachelor's Degree in Computer Science, Information Technology, or related discipline.
Equivalent technical certifications may be considered.
Technical Skills
Knowledge of Windows OS, Microsoft Office/Microsoft 365.
Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
Familiarity with ITIL framework and Service Desk operations.
Soft Skills
Strong customer service orientation.
Excellent verbal and written communication skills.
Analytical and problem-solving abilities.
Ability to work in a fast-paced environment and manage multiple priorities.
Solid teamwork and collaboration skills.

Preferred Qualifications
ITIL Foundation Certification.
Microsoft Certifications (M365, Azure Fundamentals).
1-3 years of Service Desk, Help Desk, or Technical Support experience.

📌 Service Desk Analyst (Hyderabad)
🏢 Genpact
📍 Hyderabad