Service Desk Analyst

Requirement Details

Primary Location:

Trivandrum

Position Overview (Job Summary):

Level 1 Service Desk Analyst responsible for providing international voice-based support, handling inbound calls, resolving technical issues, and ensuring compliance with SLAs and quality standards in a 24x7 rotational shift environment.

Primary Skills:

• International Voice Support experience
• Proficiency with ticketing tools (preferably ServiceNow)
• Working knowledge of Active Directory and RSA Token
• Troubleshooting VPN, Citrix, and VDI-related issues

Secondary Skills:

• Basic proficiency in MS Office applications
• Familiarity with remote desktop support processes

Experience:

0.6 years – 4 years

Role and Responsibilities:

A. Key Responsibilities

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls (approx. 90% of daily tasks)
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnose and resolve issues through user interaction, log analysis, research, and troubleshooting
• Deliver Level 1 remote desktop support and execute tasks as per SOPs
• Drive positive customer experience through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guidelines

B. Additional Responsibilities

• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies

Educational Qualification:

Any Graduation

Certifications:

(Not explicitly mentioned; ITIL Foundation or similar would be an added advantage)