Service Desk Analyst – IT Support

About the role

Persistent is looking for a Service Desk Analyst to join its IT Service Desk team in Hyderabad. You will provide first‑line support to end users, handling application, desktop, laptop and system administration issues across a 24 × 7 environment.

Key responsibilities

• Diagnose, prioritize, troubleshoot and resolve IT incidents and service requests received via phone, email or chat.
• Perform initial triage following standard operating procedures and document root causes.
• Track and update all tickets in the ticketing system, ensuring accurate resolution notes.
• Escalate urgent tickets and take ownership of user problems until closure.
• Maintain high‑quality customer service and adhere to service‑management principles.
• Participate in rotating shifts and week‑off schedules to support 24 × 7 operations.

Required profile

• 3+ years of experience in an IT helpdesk or voice support environment.
• Ability to work under pressure, adapt to fast‑changing requirements and manage stressful situations.
• Strong documentation and communication skills.
• Willingness to work in a multicultural, customer‑oriented setting.

Required skills

• ServiceNow
• Jira
• Ticketing tools
• Troubleshooting
• Desktop support
• System administration