It Service Desk Analyst

L1 SD JD (E1.1/E1.2) Required - Exp 0.6 yrs - 4 yrs Education – Any Graduation Location – Trivandrum Shift: 24x7 Rotational Shifts, 5 Days work from Office only Key Skills & Requirements: Prior experience in voice-based (International Voice Support) Service Desk support Comfortable working in a call support environment Proficient with ticketing tools (preferably ServiceNow) Working knowledge of Active Directory and RSA Token Experience in troubleshooting VPN, Citrix, and VDI-related issues Basic proficiency in MS Office applications Roles & Responsibilities: Ensure high login efficiency and availability to support customer needs Handle and resolve tickets within defined SLAs for volume and turnaround time Manage inbound calls, which constitute approximately 90% of daily tasks Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies Respond to user queries via phone, email, instant messaging, and ticketing systems Assign incidents/work orders to relevant support teams and follow through to closure Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting Deliver Level 1 remote desktop support and execute tasks as per SOPs Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates Update work logs accurately and adhere to escalation protocols and process guidelines Role & responsibilities Preferred candidate profile