Service Desk Analyst Location: Experience: 1-3 years

Immediate Joiners Preferred.

Shift: 24/7

Work Mode: Hybrid

For Immediate response, Kindly share resumes to 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.

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.

Customer Support

Deliver exceptional customer service through phone, chat, email, and remote support channels.

Technical Support

Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.

Perform password resets,

📌 IT Support (Hyderabad)
🏢 Genpact
📍 Hyderabad