ServiceDesk Analyst
- Thiruvananthapuram, Kerala
- Permanent
- Full-time
- Provide Level 1 to 1.5 technical support to end users through phone, email, and ITSM ticketing systems.
- Troubleshoot and resolve basic hardware, software, network connectivity, and peripheral device issues.
- Assist users with password resets, account unlocks, and access management, including multifactor authentication (MFA) support.
- Log, classify, prioritize, update, and close service requests and incidents accurately in line with SLAs.
- Escalate unresolved or complex issues to appropriate Level 2/3 or resolver teams following defined escalation procedures.
- Guide and encourage users to utilize self-service portals, FAQs, and knowledge base articles for faster resolution.
- Support end users in using conferencing tools (e.g., Teams, Zoom) and mobile device setups.
- Provide priority support for VIP users, ensuring high levels of customer satisfaction.
- Use approved remote access tools to provide hands-on assistance when required.
- Monitor and follow up on open tickets to ensure timely resolution and user communication.
- Contribute to the creation, review, and maintenance of knowledge articles, SOPs, and user guides.
- Assist in communicating planned outages, maintenance activities, and IT service advisories to users.
- Adhere to ITIL-aligned processes for incident, problem, and release management activities.
- Maintain compliance with company security and data protection policies during all support activities.
- Collaborate effectively with peers and resolver groups to ensure a seamless support experience.
- Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field (preferred).
- Experience in a Service Desk or IT Support role.
- ITIL Foundation certification (preferred).
- Strong knowledge of Windows OS, MS Office Suite, Active Directory, and remote support tools.
- Excellent verbal and written communication in English.
- Strong customer service and problem-solving skills.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy, ZenDesk).
- Team player with a proactive approach to issue resolution.