Service Desk Analyst

About the role

Endava is looking for a dedicated Service Desk Analyst to join its IT support team in Bengaluru. You will be the first point of contact for internal employees and clients, delivering prompt and professional assistance across multiple channels.

Key responsibilities

• Serve as the primary contact for IT‑related issues, inquiries, and service requests via phone, email, and instant messaging.
• Log, classify, and prioritize incidents and requests using Freshservice (ITSM tool) following established procedures.
• Troubleshoot and resolve hardware, software, and application problems or escalate complex cases to the appropriate support teams.
• Provide clear guidance to users on next steps and expected resolution timelines.
• Collaborate with internal and external departments to maintain high‑quality service and user satisfaction.
• Monitor open tickets to ensure timely resolution and compliance with service level agreements.
• Work rotational shifts, including night‑shift allowance.

Required profile

• Minimum 4 years of experience in L1/L1.5 support roles.
• Advanced English communication skills, both written and verbal.
• Strong analytical and problem‑solving abilities.
• Customer‑focused mindset with the ability to manage multiple priorities in a fast‑paced environment.
• Team player who collaborates effectively with peers and other departments.
• Relevant IT support certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.

Required skills

• Proficiency with Freshservice or similar ITSM tools.
• Experience in hardware, software, and application troubleshooting.
• Familiarity with ticketing systems and incident management processes.
• Basic knowledge of ITIL best practices and CompTIA A+ concepts.

What we offer

• Hybrid work model: 90 % remote, 10 % on‑site.
• Inclusive and supportive company culture.
• Opportunities for professional growth within a global technology services firm.