POSITION SUMMARY

The Service Desk Analyst plays a critical role in providing top-tier technical support to end users, serving as the first point of contact for all IT-related issues. You will manage, triage, and resolve tickets efficiently, ensuring customers receive timely and accurate solutions. Your work will directly contribute to high user satisfaction through exceptional customer service, technical troubleshooting, and ticket management.

EDUCATION AND EXPERIENCE

• IT support experience focused on triaging tickets and resolving end-user issues.

• Proficiency in IT service management tools and ticketing systems.

• Customer service experience: Proven ability to handle customer issues with empathy, clarity, and professionalism.

• Solid communication skills with an emphasis on maintaining positive customer relationships.

• Experience in customer relationship management (CRM) software and task management tools.

• Excellent organisational skills, time management, and multitasking abilities.

• Analytical mindset with a problem-solving approach.

KEY JOB ELEMENTS





You will be the backbone of the technical support system, managing the service desk's ticketing system and ensuring all tickets are triaged, managed, and resolved in line with service level agreements (SLAs). Specific responsibilities include:

Ticket Management & Triaging:

• Act as the first point of contact for users seeking technical assistance, triaging their issues into categories such as hardware, software, or network-related problems.

• Effectively prioritise tickets based on urgency and impact, ensuring critical issues are escalated and resolved promptly.

• Provide timely updates and follow up on all open tickets, maintaining clear communication with end-users.

Incident & Request Handling:

• Log, track, and resolve incidents in the service desk ticketing system, ensuring accurate, timely documentation of all actions and resolutions.

• Troubleshoot and resolve common hardware/software i

📌 Service Desk (Bengaluru)
🏢 Creative ITC
📍 Bengaluru