Service Desk Analyst ​/ Infrastructure Service Desk Support Associate

• 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services.
• Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation.
• Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications.
• Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups.
• Strong written and verbal communication skills with proactive status updates to end users and stakeholders.
• Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment.

• Must Have Technical/Functional Skills

• 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services.
• Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation.
• Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications.
• Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups.
• Strong written and verbal communication skills with proactive status updates to end users and stakeholders.
• Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment.

• Act as first-level point of contact for infrastructure service desk tickets, calls, emails, and user requests.
• Log, categorize, prioritize, troubleshoot, resolve, or escalate incidents and service requests as per agreed process.
• Provide timely and proactive status updates to end users until closure, including expected next steps and escalation status.
• Perform basic troubleshooting for desktop, laptop, Microsoft 365, communication tools, network access, VPN, printer, password, and application access issues.
• Maintain quality ticket notes, resolution details, knowledge-base references, and handoff information for L2/L3 teams.
• Follow defined SOPs, runbooks, ITSM workflows, SLA targets, and escalation matrix.
• Support shift handovers, daily operational status reporting, open-ticket follow-up, and aging-ticket tracking.
• Contribute to service improvements by identifying recurring issues, updating knowledge articles, and improving user communication templates.

• Proactive communication and ability to share clear status updates with end users and internal stakeholders.
• Good coordination with resolver groups, onsite/offshore teams, and account leadership for pending tickets and escalations.
• Ability to manage priorities, follow up on open items, and maintain service-desk hygiene in a time-bound manner.
• Professional customer-service mindset with patience, clarity, and ownership during user interactions.

Base Salary Range : $50,000 to $60,000 Per Annum

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications: BACHELOR OF COMPUTER SCIENCE