Service Desk Analyst – Chennai

About the role

The Service Desk Analyst will be the first point of contact for all IT service requests and incidents at our Chennai office. You will provide Level 1 support, ensuring timely resolution and excellent customer experience.

Key responsibilities

• Receive and log IT service requests and incidents via phone, email, or ticketing system.
• Provide Level 1 troubleshooting for hardware, software, network, and application issues.
• Prioritize and categorize tickets, monitor queues and ensure SLA compliance.
• Escalate complex problems to Level 2/3 teams when necessary.
• Perform user account management tasks such as password resets and access provisioning.
• Maintain accurate documentation of incidents, solutions and contribute to the knowledge base.

Required profile

• 2‑5 years of experience in a Service Desk or Help Desk environment.
• Strong verbal and written communication skills with a customer‑oriented mindset.
• Ability to manage multiple tasks under pressure and work collaboratively with other support teams.
• Good understanding of ITIL service desk processes.

Required skills

• Windows operating system.
• Microsoft Office suite.
• Basic networking concepts (LAN, WAN, VPN).
• Active Directory user account management.
• ITIL framework knowledge.