Source description
About the role
Job Summary We are seeking a customer-focused and technically proficient Service Desk Analyst to provide first-level IT support to global users. The ideal candidate will handle support requests via phone, email, chat, and ticketing systems, ensuring timely resolution of issues while maintaining high levels of customer satisfaction. Strong communication skills, troubleshooting abilities, and a proactive approach to problem-solving are essential for this role. Key Responsibilities
Provide first-line technical support via phone, email, chat, and web-based support tools. Log, track, update, and resolve incidents and service requests using ServiceNow. Troubleshoot issues related to Windows operating systems, applications, network connectivity, and user access. Meet agreed service levels (SLA) for response and resolution times. Take ownership of customer issues and drive them to resolution. Escalate complex issues to appropriate support teams when required. Deliver exceptional customer service and maintain professional communication with end users. Work in rotational shifts and provide support in a global environment. Create and maintain accurate documentation of incidents and resolutions.
Mandatory Skills
IT Service Desk / Helpdesk Support ServiceNow Ticketing Tool Windows Operating Systems Support Microsoft Office Suite (Word, Excel, Outlook) Incident Management Remote Troubleshooting Customer Support & User Management Excellent Verbal and Written English Communication Email, Phone & Chat Support
Preferred Skills
Basic Networking Concepts (TCP/IP, DNS, DHCP) Active Directory User Administration Password Reset & Account Management Knowledge of VPN and Remote Access Support Basic UNIX/Linux Knowledge ITIL Fundamentals
Required Qualifications
Graduate degree or equivalent experience. Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Customer Support environment. Strong customer service orientation and problem-solving skills.
Key Competencies
Excellent Communication Skills Customer-Centric Approach Attention to Detail Team Collaboration Quick Learning Ability Responsibility & Ownership Professional Attitude Ability to Work Under Pressure
Keywords for Sourcing Service Desk, Helpdesk, IT Support, Technical Support, L1 Support, Windows Support, ServiceNow, Incident Management, End User Support, Desktop Support, Active Directory, Customer Support, Global Service Desk, IT Helpdesk Engineer Screening Mandatory Skills
Service Desk / Helpdesk Support Experience ServiceNow Windows OS Support Excellent English Communication Phone/Email/Chat Support Incident & Ticket Management Customer Service Experience Rotational Shift Flexibility
Incident Management, Customer Support, Production Support, ServiceNow, Microsoft Office, Windows
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