Service Desk Analyst /n Location: Hyderabad /n Experience: 1-3 years /n Immediate Joiners Preferred. /n Shift: 24/7 /n Work Mode: Hybrid /n /n For Immediate response, Kindly share resumes to
[email protected] with Sub of "SD" along with notice period. /n /n I Round – Communication Skill Checks /n II & III – Technical /n /n Job Summary /n 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. /n /n Key Responsibilities /n Incident & Request Management /n /n
- 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.
/n /n Customer Support /n /n
- 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 skilled, courteous, and solution-oriented.
/n /n Technical Support /n /n
- 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.
/n /n Knowledge Management /n /n
- 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.
/n /n Service Excellence & Compliance /n /n
- 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.
/n /n /n Required Skills & Qualifications /n Education /n /n
- Bachelor's Degree in Computer Science, Information Technology, or related discipline.
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- Equivalent technical certifications may be considered.
/n /n Technical Skills /n /n
- 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.
/n /n Soft Skills /n /n
- 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 fast-paced environment and manage multiple priorities.
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- Strong teamwork and collaboration skills.
/n /n /n Preferred Qualifications /n /n
- 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