BPO - Service Desk Analyst (Hybrid Setup)

About the Role

We are looking for a Service Desk Analyst to provide frontline technical support and ensure a positive end-user experience. This role is well-suited for individuals who are detail-oriented, customer-focused, and eager to build a career in IT service delivery.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems
• Log, categorize, prioritize, and resolve incidents and service requests within SLA
• Troubleshoot basic hardware, software, application, and connectivity issues
• Perform user account administration tasks such as password resets and access requests
• Escalate unresolved or complex issues to the appropriate support teams
• Maintain accurate and timely documentation in the ticketing system
• Follow IT service management processes and internal SOPs
• Deliver professional, courteous, and customer-focused support

Qual...