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 setting and manage multiple priorities.
- Strong 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