Service Desk Analyst

About the Role The Service Desk Analyst role at the client site in Hinjewadi Phase 1, Pune, is to provide L1 IT support and act as the single point of contact for IT services. The role involves handling requests through the IT Helpdesk system and recording incidents and service requests in ServiceNow. What You'll Do

• Provide assistance and support to users with L1 type queries/issues.
• Serve as the SPOC for IT services within scope.
• Monitor and respond quickly to requests received through the IT Helpdesk system.
• Follow standard help desk procedures and log IT-related incidents, service requests, and events from phone, email, or employee self-service.
• Record, track, and update incident information in ServiceNow.
• Respond to requests for technical assistance in person, via phone, or electronically.
• Route service requests to the appropriate teams.
• Assist with the onboarding and offboarding of employees.
• General account management.
• Identify and escalate incidents based on priority.
• Manage user and computer properties on systems like SSO, MFA and AD.
• Perform upgrade/maintenance of system and software applications.
• Configure end-user support for desktops and laptops; configure network settings using DHCP, DNS and 3rd-party software.
• Generate service management reports from the ticketing tool and publish to stakeholders.
• Verify/assign incidents based on the priority matrix.
• Document internal procedures and update knowledge articles accordingly.
• Ensure incidents are resolved on time.
• Be a champion to our customers. What We're Looking For
• Diploma/bachelor’s degree in science or equivalent experience.
• Experience: minimum 1.5 years.
• Working knowledge of fundamental operations of relevant software background and others.
• Knowledge of relevant call tracking applications.
• Knowledge of Active Directory.
• Good written and verbal communications skills.
• Knowledge and experience of customer service practices.
• Related experience and training.
• User support experience, including remote support.