Role Overview

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, solid 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 settings.
Bachelor’s degree in Computer Science, IT, or related field.

📌 Service Desk Analyst Pune
🏢 NewVison
📍 Pune