About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).

As Service Desk Analyst, You Will
- Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure




- Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
- Provide excellent customer service while assisting end-users with technical inquiries and issues
- Communicate effectively with both technical and non-technical users to gather information and explain solutions
- Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
- Document and communicate escalated issues clearly to facilitate effective problem resolution
- Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
- Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
- Proficiently use remote support tools and technologies to access and troubleshoot end-users' systems
- Stay updated on the latest remote support tools and technologies
- Collaborate with other support teams, as wel

📌 Service Desk Analyst (Hyderabad)
🏢 IntouchCX
📍 Hyderabad