Role & responsibilities

Job Title: IT Service Desk Analyst (Voice Process)

Location: Gurugram (SP Infocity)
Experience: 1-3 Years
Work Mode: Work From Office
Shift: 24x7 Rotational Shifts

Job Description

We are looking for a dynamic and customer-focused IT Service Desk Analyst to join our Global Service Desk team. The ideal candidate should have experience in voice-based IT support, excellent communication skills, and a strong understanding of IT Helpdesk operations. The role involves providing first-level technical support to end-users, resolving IT issues, and ensuring high customer satisfaction.

Key Responsibilities

- Provide Level 1 technical support via phone, email, and ticketing systems.
- Handle incoming user queries related to hardware, software, network, and application issues.
- Troubleshoot Windows OS, Microsoft Office, Outlook, and basic network connectivity issues.
- Log, track,



and resolve incidents and service requests through ticketing tools.
- Escalate unresolved issues to appropriate support teams.
- Follow standard operating procedures (SOPs) and Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents and resolutions.
- Deliver excellent customer service and ensure timely issue resolution.

Required Skills

- Strong verbal and written communication skills.
- Experience in Voice Process / IT Helpdesk / Service Desk support.
- Good knowledge of:
- Windows Operating Systems
- Microsoft Office Suite
- Outlook
- Basic Networking Concepts
- Active Directory (preferred)
- Ticketing Tools such as ServiceNow, Remedy, Jira, etc.

- Strong troubleshooting and problem-solving abilities.
- Ability to work in a 24x7 rotational shift setting.

📌 It Service Desk Analyst (Gurugram)
🏢 Experis
📍 Gurugram