Position Overview:
Service desk Analyst is a member of the Service Desk team covering the day-to-day IT support activities via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level IT support & escalate issues beyond scope to relevant L2 teams.
Activities includes diagnosing & resolving technical issue both hardware and software involving internet connectivity, email clients, Password Resets, Printers and internal applications.

SD Analyst is responsible for
Responding to calls chats & self-service tickets.
Effective triage & resolving associates technical issues & requests.
Explicit documentation of the issues & escalating to L2 teams for the issues beyond SD scope of support.




Collaborate with other members of the Service team to properly manage & document customer inquiries and escalate when necessary.
Follow standard service desk processes and procedures.
Identify and escalate priority issues to the pertained teams.
An ability to communicate with associates & own the responsibility to cater the information to succeeding teams.
Willingness to work in rotational shifts, based on business requirement.
Understanding of ITIL & ITSM work structure.
Relevant business experience.

📌 Service Desk Analyst Chennai (India)
🏢 DISYS
📍 India