- Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals.
- Create, document, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
- Review incoming requests and determine the appropriate priority, impact, urgency, and assignment path.
- Validate customer support entitlements, service eligibility, and request scope based on defined service offerings.
- Perform initial triage and gather relevant business and technical information to support efficient resolution.
- Route incidents, requests, and escalations to the appropriate support teams while ensuring all required information is captured.
- Monitor and manage ticket queues to ensure service level agreements (SLAs) and response targets are met.
- Proactively manage aged, stalled, or at-risk tickets through follow-up, reassignment, and escalation activities.
- Provide timely customer updates and communicate status, next steps, and resolution expectations.
- Participate in quality assurance reviews and contribute to the continuous improvement of support processes and customer experience.
- Identify recurring issues and support problem management initiatives by recognizing trends and escalating opportunities for improvement.
- Collaborate with support engineers, operations teams, and service delivery teams to ensure seamless customer support.
- Provide clients with problem reference and request numbers and log all troubleshooting and resolution steps directly in the ticket.
- Document resolutions and contribute updates to self-help and knowledge base content to support first-contact resolution.




- Assist with cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
- Resolve customer issues via telephone, email, chat, and web sessions, maintaining a working knowledge of data and voice network concepts.

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- Solid customer service mindset with excellent verbal and written communication skills.
- Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
- Experience working with ticketing, case management, or IT service management platforms.
- Strong organizational skills and attention to detail.
- Ability to analyze information, assess priorities, and make sound decisions under pressure.
- Demonstrated ability to work collaboratively across multiple teams and stakeholders.
- Experience managing customer communications and expectations throughout a support engagement.
- Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
- Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
- ITIL Foundation certification is considered an asset.
- Experience with ServiceNow is required.
- College education, or equivalent experience in an IT service desk environment.
- Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
- Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
- Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
- Availability to work rotational shifts in a 24x7 operation.

📌 Service Desk Analyst (India)
🏢 World Wide Technology
📍 India