Service Desk Analyst

Role:
Service Desk

Location:

Noida

Experience:

1 to 5 Years

Skill

Required:

International Voice(English), Troubleshooting, Ticketing tools.

Key Responsibilities:

Provide  Level 1 remote desktop support  via phone, email, and chat for hardware, software, and network issues.
Diagnose and resolve incidents within agreed  SLA timelines  and ticket volumes.
Ensure  First Call Resolution (FCR)  and maintain a low  Average Handling Time (AHT) .
Adhere to  quality standards  including voice and accent clarity, and technical monitoring protocols.
Maintain high  login efficiency and availability  to support customer needs.
Escalate unresolved issues to  Level 2/3 support teams  following defined escalation procedures.
Update and maintain accurate  worklogs  and ticket documentation.
Contribute to  knowledge base updates  and participate in continuous self-development.
Ensure compliance with  regulatory requirements  and internal  company policies .
Deliver a  positive customer experience  and drive high  Customer Satisfaction (CSAT)  scores.
Minimize  rejected resolutions  and  reopened cases  through thorough troubleshooting and communication.

Required Skills &

Qualifications:

Fluency in  English  (spoken and written) is mandatory.
1–2 years of experience in a  technical support or service desk  environment.
Strong knowledge of  Windows OS ,  MS Office Suite , basic  networking , and  remote desktop tools .
Familiarity with  ticketing systems  (Service Now).
Excellent  communication and interpersonal skills .
Ability to work in  rotational shifts  and under pressure.
Strong  problem-solving  and  analytical thinking .
Customer-oriented mindset with a focus on  service excellence .

Preferred Qualifications:

ITIL Foundation certification.
Experience supporting  multilingual environments .
Exposure to  shared services  or  global support models .