Experience – 6 months to 1 year.
An ITIL V4 / V3 Foundation qualification is preferable but not essential
Knowledge of ITIL Processes – Incident, Service Management
Project management experience
Knowledge of cloud-telephony tools from reporting perspective

Analysing and evaluating software and IT systems
Answering incoming IT questions from clients and staff in person, over the phone or remotely
Performing system installations, upgrades and maintenance procedures to prevent service outages
Creating FAQ materials and training manuals for end users to easily access
Keeping service desk records up to date
Making suggestions to improve IT performance and avoid future issues
Coordinating with internal divisions to ensure that the company is meeting IT requirements
An associate or bachelor's degree in computer science, information systems or a related field




A minimum of two years' experience working in end-user support and IT performance analysis role
Comprehensive and up-to-date understanding of computer hardware and software
Proficiency with task management and customer relationship management software
Manage all vendors related to Service Desk
Participate in hiring of service desk resources at lead level
Run daily, weekly, and monthly meetings related to Service Desk
Ensure all updates are shared with all Service Desk teams
Create reports from all tools of service desk
Responsible for knowledge management related to Service Desk
Work on smooth transition of recent tools or processes affecting Service Desk

📌 Service Desk / Remote Support Analyst (Mumbai)
🏢 Pyxidia Techlab
📍 Mumbai