Job Description
Service Desk Analyst
nLocation: Hyderabad
nExperience: 1-3 years
nImmediate Joiners Preferred.
nShift: 24/7
nWork Mode: Hybrid
n

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

nI Round – Communication Skill Checks
nII & III – Technical
n

nJob Summary
nThe 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.
n

nKey Responsibilities
nIncident & Request Management
n
- n
- Act as the primary point of contact for IT support requests.n
- Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).n




- Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.n
- Provide first-call resolution whenever possible.n
- Escalate unresolved incidents to appropriate support teams following escalation procedures.n
- Monitor and follow up on open tickets until closure.n

nCustomer Support
n
- n
- Deliver exceptional customer service through phone, chat, email, and remote support channels.n
- Keep users informed regarding ticket status and expected resolution timelines.n
- Ensure customer interactions are qualified, courteous, and solution-oriented.n

nTechnical Support
n
- n
- Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.n
- Perform password resets, account unlocks, and basic access management activities.n
- Utilize remote support tools to diagnose and reso

📌 Service Desk Analyst (Hyderabad)
🏢 Genpact
📍 Hyderabad