We are looking for a proactive Service Desk Analyst with 1–4 years of experience in IT support to provide first-level technical assistance to end users. The ideal candidate should have hands-on experience with ticketing tools such as Jira, strong troubleshooting skills, and a customer-focused approach to resolving IT issues.
Key Responsibilities
- Provide Level 1 technical support for end-user issues related to hardware, software, and network connectivity.
- Log, track, and manage incidents and service requests using Jira or similar ticketing tools.
- Troubleshoot issues related to Windows OS, Microsoft Office, email, VPN, and basic network connectivity.
- Ensure timely resolution of incidents according to defined SLAs.
- Escalate complex technical issues to L2/L3 support teams when required.
- Maintain accurate documentation of issues, resolutions, and support processes.
- Provide remote support to users through remote desktop tools.
- Assist in onboarding/offboarding activities including user account setup and access provisioning.
- Collaborate with internal IT teams to improve service desk operations.
Required Skills
- 1–3 years of experience in IT Service Desk / Helpdesk / Technical Support.
- Hands-on experience with Jira or other ticketing tools.
- Basic knowledge of Windows OS, Active Directory, networking concepts, and Microsoft Office applications.
- Understanding of incident management and service request processes.
- Robust communication and customer service skills.
- Ability to work in shift-based environments if required.
Preferred Qualifications
- Certification or familiarity with ITIL concepts.
- Experience with remote support tools and enterprise IT environments.
- Bachelor’s degree in Computer Science, IT, or related field.
📌 Service Desk Analyst (Pune)
🏢 NewVison
📍 Pune
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