Analyst I, IT Service Desk
- Hyderabad, Telangana
- Permanent
- Full-time
- Delivering 24x7x365 IT support, working in rotating shifts.
- Diagnose and troubleshoot hardware, software, network, and application-related issues.
- Manage user accounts, permissions, and access control.
- Leverage ITIL best practices to ensure smooth incident and request management.
- Utilize Service Desk tools like ServiceNow, Cisco Finesse, and Bomgar for ticketing and resolution tracking.
- Document service requests, applied fixes, and resolutions in the ticketing system.
- Support critical incidents, automation initiatives, and process improvements.
- Assist with onboarding new users, training, and Service Desk knowledge management.
- Participate in problem management, audits, reporting, and quality control efforts.
- Ensure customer satisfaction through effective communication and problem-solving.
- Bachelor's Degree: Preferably with 3+ years of experience in IT support or help desk environments.
- Experience in IT troubleshooting (hardware, software, networking, mobile devices).
- Familiarity with Service Desk and ticketing systems (e.g., ServiceNow, Bomgar).
- Strong communication skills, critical thinking, and customer-focused problem-solving.
- Understanding of Windows OS, Active Directory, endpoint management, and workstation support tools.
- ITIL Foundation certification (preferred) and experience following ITIL best practices.
- Ability to work independently and collaboratively in a global IT support team.
- Flexible shift rotations to maintain 24x7x365 service coverage.