Hexaware Technologies
Service Desk Analyst
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Service Desk Analyst - Job Description
Job Summary
We are seeking a customer-focused and proactive Service Desk Analyst to provide first-line IT support to end users and ensure a high level of customer satisfaction. The successful candidate will act as the primary point of contact for IT-related incidents and service requests, delivering timely resolutions and excellent customer service while adhering to defined SLAs.
This role is ideal for an individual passionate about providing exceptional customer support, resolving technical issues efficiently, and contributing to a high-performing service desk team in a dynamic 24x7 support environment.
Key Responsibilities
- Serve as the first point of contact for customers via phone, email, chat, or ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests in accordance with ITIL best practices.
- Diagnose and troubleshoot hardware, software, network, and application-related issues.
- Resolve first-level support issues and escalate complex incidents to appropriate support teams when necessary.
- Provide regular updates to users regarding the status of their incidents and service requests.
- Monitor ticket queues to ensure SLA compliance and timely issue resolution.
- Assist users with account management activities, including password resets, access requests, and user provisioning.
- Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
- Participate in continuous service improvement initiatives to enhance customer experience and operational efficiency.
- Support onboarding and offboarding activities, including user setup and equipment allocation.
- Collaborate with technical teams, vendors, and business stakeholders to resolve customer issues effectively.
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Required Skills & Qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field (preferred).
- 1 to 5 years of experience in a Service Desk, Help Desk, or IT Support role.
- Strong customer service and communication skills.
- Experience working with ticketing tools such as ServiceNow, Jira, Remedy, or similar platforms.
- Good troubleshooting skills across Windows operating systems, Microsoft 365, Active Directory, Networking and common business applications.
- Basic knowledge of networking concepts, VPNs, remote connectivity, and endpoint devices.
- Familiarity with ITIL processes and service management principles.
- Ability to work in a fast-paced environment and manage multiple priorities.
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Preferred Qualifications
- ITIL Foundation Certification.
- Microsoft, CompTIA A+, or other relevant technical certifications.
- Experience supporting remote and global users.
- Knowledge of Azure, Intune, Teams, and Networking Skills.
Work Arrangement & Shift Requirements
- Hybrid work model with a minimum of 3 days per week from the office.
- Must be willing to work in a 24x7 rotational shift environment, including weekends and public holidays as required.
- Flexibility to support global customers across multiple time zones.
- Willingness to participate in on-call support and shift rotations when required.
Key Competencies
- Customer Focus
- Problem Solving
- Communication Skills
- Team Collaboration
- Attention to Detail
- Time Management
- Incident Management
- Adaptability and Continuous Learning
Key Performance Indicators (KPIs)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- SLA Compliance
- Ticket Resolution Time
- Incident Backlog Management
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