Service Desk Analyst

Role: Service Desk

Location: Noida

Experience: 1 to 5 Years

Skill Required: International Voice(English), Troubleshooting, Ticketing tools.

Key Responsibilities:

• Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues.
• Diagnose and resolve incidents within agreed SLA timelines and ticket volumes.
• Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT).
• Adhere to quality standards including voice and accent clarity, and technical monitoring protocols.
• Maintain high login efficiency and availability to support customer needs.
• Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures.
• Update and maintain accurate worklogs and ticket documentation.
• Contribute to knowledge base updates and participate in continuous self-development.
• Ensure compliance with regulatory requirements and internal company policies.
• Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores.
• Minimize rejected resolutions and reopened cases through thorough troubleshooting and communication.

Required Skills & Qualifications:

• Fluency in English (spoken and written) is mandatory.
• 12 years of experience in a technical support or service desk environment.
• Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools.
• Familiarity with ticketing systems (ServiceNow).
• Excellent communication and interpersonal skills.
• Ability to work in rotational shifts and under pressure.
• Strong problem-solving and analytical thinking.
• Customer-oriented mindset with a focus on service excellence.

Preferred Qualifications:

• ITIL Foundation certification.
• Experience supporting multilingual environments.
• Exposure to shared services or global support models.