Service Desk Analyst – Night Shift (US Support)

About the role

We are seeking a Service Desk Analyst (L1) to provide US‑support for Circle K retail operations during the night shift from our Pune office. You will be the first point of contact for technical issues, ensuring timely resolution and excellent customer experience.

Key responsibilities

• Respond to technical assistance requests following prescribed procedures.
• Research and diagnose hardware, software, application, and basic network incidents.
• Log all contacts and document activities accurately in the incident management tool.
• Assign unresolved tickets to the appropriate support team.
• Proactively monitor, follow up, and expedite pending tickets.
• Identify and escalate tickets that require urgent attention.
• Stay current with system information, changes, and updates.
• Adhere to work schedules, attendance, and leave policies in a 24/7 environment.

Required profile

• Excellent spoken and written English with a neutral accent, correct grammar and syntax.
• Strong problem‑analysis and solving abilities.
• Learning agility, attention to detail, and ability to type while handling calls.
• Stress tolerance, performance‑driven mindset and continuous improvement.

Required skills

• Basic understanding of Windows operating systems.
• Proficiency with Microsoft Office applications.

What we offer

• Work in a global IT consulting environment with opportunities for growth.
• Full‑time onsite role with a structured night‑shift schedule.
• Access to training and development resources.