Job Description

Service Desk Analyst

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Location: Hyderabad

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Experience: 1-3 years

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Immediate Joiners Preferred.

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Shift: 24/7

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Work Mode: Hybrid

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

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I Round – Communication Skill Checks

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II & III – Technical

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Job Summary

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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.

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Key Responsibilities

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Incident & Request Management

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- Act as the primary point of contact for IT support requests.
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- Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
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- Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.
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- Provide first-call resolution whenever possible.
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- Escalate unresolved incidents to appropriate support teams following escalation procedures.
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- Monitor and follow up on open tickets until closure.
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Customer Support

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

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- Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN,



and standard business applications.
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- Perform password resets, account unlocks, and basic access management activities.
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- Utilize remote support tools to diagnose and resolve issues efficiently.
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Knowledge Management

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- Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue resolution.
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- Contribute to the creation and update of KBAs based on recurring incidents and solutions.
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- Share knowledge and best practices with team members.
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Service Excellence & Compliance

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- Adhere to SLA, KPI, and quality standards.
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- Maintain accurate ticket documentation and activity logs.
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- Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
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- Ensure compliance with information security and organizational policies.
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Required Skills & Qualifications

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Education

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- Bachelor's Degree in Computer Science, Information Technology, or related discipline.
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- Equivalent technical certifications may be considered.
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Technical Skills

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- Knowledge of Windows OS, Microsoft Office/Microsoft 365.
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- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
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- Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
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- Familiarity with ITIL framework and Service Desk operations.
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Soft Skills

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- Strong customer service orientation.
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- Excellent verbal and written communication skills.
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- Analytical and problem-solving abilities.
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- Ability to work in a rapid-paced environment and manage multiple priorities.
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- Strong teamwork and collaboration skills.
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Preferred Qualifications

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- ITIL Foundation Certification.
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- Microsoft Certifications (M365, Azure Fundamentals).
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- 1-3 years of Service Desk, Help Desk, or Technical Support experience.
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📌 Service Desk Analyst (Hyderabad)
🏢 Genpact
📍 Hyderabad