Service Desk Analyst

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from whats now to whats next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineeringreflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title: Service desk Analyst

Location: Pune

Experience: 3+ yrs

Job Type: Contract to hire(Min 1+ yr)

Notice Period: Immediate joiners

Job Description:

We are seeking experienced IT Service Desk Analysts to provide technical support and troubleshooting for end-users. The ideal candidate will have strong communication skills, hands-on experience in desktop/system support, and the ability to work in a fast-paced 24x7 environment.

Key Responsibilities:

• Provide first-level technical support for end-users via phone, chat, email, or walk-ins.
• Diagnose, prioritize, and resolve IT incidents related to applications, systems, and networks.
• Log all interactions and document resolutions accurately in the incident management tool.
• Escalate critical issues promptly and ensure timely follow-up.
• Handle service requests, IMACs, and user account administration (password resets, account lockouts).
• Troubleshoot issues related to VPN, Windows OS, O365, Active Directory, and endpoint security.
• Support standard applications such as Outlook, MS Office Suite, Teams, Zoom, Jabber, and browsers.
• Maintain high standards of customer service and adhere to ITIL principles and SLAs.
• Continuously update technical knowledge and contribute to knowledge management articles.

Required Skills & Qualifications:

• Education: Graduation (Mandatory)
• Experience: Minimum 3.5 years in IT Service Desk (Voice Support)
• Technical Skills: Laptop/Desktop troubleshooting
• Windows & Mac OS, VDI environments
• O365, Active Directory, VPN
• Networking basics: DHCP, DNS, TCP/IP
• ITIL Framework knowledge
• Soft Skills: Excellent verbal and written communication
• Strong problem-solving and organizational skills
• Ability to work in rotational shifts including weekends and holidays