It Service Desk Analyst (Pune)

11 Sep

Aziro

Pune

11 Sep

Aziro

Pune

IT Service Desk Analyst

Experience: 2-4 Years

Location: As per requirement

Role: IT Service Desk / Technical Support

We are looking for an experienced IT Service Desk Analyst to provide first-level technical support to employees and ensure timely resolution of hardware, software, access, network, and application-related issues. The candidate will be responsible for incident and service request management, troubleshooting, user administration, and escalation of complex issues to L2/L3 teams.

Key Responsibilities

- Act as the first point of contact for IT support through phone, chat, email, and ServiceNow.
- Log, categorize, prioritize, track, and resolve incidents and service requests in ServiceNow.
- Troubleshoot Windows, Microsoft 365, Outlook, Teams, SharePoint, VPN, MFA, printers, and endpoint-related issues.
- Perform user and access management activities using Active Directory, including password resets, account creation/deactivation, user/group management, and access requests.
- Troubleshoot basic network connectivity issues involving DNS, DHCP, TCP/IP, and VPN.
- Support hardware/software installation, laptop deployment, imaging, configuration, and troubleshooting.

- Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting and handoff details.
- Monitor ticket queues and ensure incidents and requests are resolved within defined SLA targets.
- Maintain accurate ticket documentation and contribute to the IT knowledge base.
- Support employee onboarding/offboarding and basic endpoint/access requirements.
- Identify recurring technical issues and support root-cause analysis and continuous improvement.
- Provide professional and customer-focused technical support while maintaining good CSAT.

Mandatory Skills
- ServiceNow Mandatory
- Active Directory – Mandatory
- DNS – Mandatory
- IT Service Desk / Help Desk / Technical Support experience
- Windows troubleshooting
- Microsoft 365 / Office 365
- VPN and basic networking
- Incident & Service Request Management
- SLA / Ticket Management
- Customer-facing technical support

Valuable to Have
- Okta
- Azure AD / Entra ID
- Intune / JAMF
- MFA
- PowerShell
- ITIL Foundation
- CompTIA A+
- Microsoft 365 Fundamentals

Education Bachelor's/Associate's degree in IT, Computer Science, or a related field preferred.

📌 It Service Desk Analyst (Pune)
🏢 Aziro
📍 Pune

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