Short Description: Looking for Business Service Desk Analyst

Location : Pune

Roles and Responsibilities:

- Provide L1.5 technical support to Customer employees, partners, and vendors
- Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
- Resolve 9095% of interactions within the team without escalation.
- Perform time-critical functions such as BCP activations and retail store support
- Provide comprehensive support across Corporate, Enterprise, and Government services.
- Handle diverse customer environments, applications, and support processes.
- Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.

Support a wide range of products including (At least one skill is desirable) Skill / Competencies / Experience:

ESSENTIAL

- Customer-centric mindset with a proactive approach to problem-solving.
- Ability to work independently and collaboratively in a 24/7 setting.
- High attention to detail and commitment to service excellence.

PREFERRED

- 2 to 3 years in a technical service desk or 1 or 2 years in a NOC role
- Good to have Certifications in networking (e.g., CCNA,SDWAN), Microsoft, or ITIL are advantageous.




- Experience supporting enterprise environments and working with ticketing systems.
- Strong documentation and communication skills.
- Operate at a Level 2 support capability
- Strong troubleshooting skills across Telco and IT domains.
- Ability to engage in technical conversations with enterprise-level customers.
- Experience working with vendors for advanced issue resolution.
- Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions
- Excellent communication skills, and the ability to work independently in a fast-paced, customer-focused environment.
- Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet), Voice, Mobile. Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.

- ITSM tool- ServiceNow

CALL : HR SADIYA ( (phone hidden)) EMAIL : [email protected]

CALL : HR JANNAT ((phone hidden))

EMAIL : [email protected]

📌 Service Desk Analyst 1 (Bengaluru)
🏢 Kwality Recruitments Mumbai
📍 Bengaluru