Service Desk Analyst – Pune

About the role

The Service Desk Analyst will work in a 24/7 online Service Desk environment, providing semi‑technical assistance to customers. You will handle service requests, incidents, and change tickets, guiding users through step‑by‑step solutions and ensuring a professional, user‑friendly experience.

Key responsibilities

• Receive and process tickets via an online Service Desk ticketing system.
• Gather detailed information to break down requests into sub‑tasks and actionable steps.
• Diagnose and resolve application, infrastructure, connectivity, email client, and browser issues.
• Research solutions using available resources and follow standard procedures.
• Escalate priority issues to appropriate teams when necessary.
• Document all communications accurately on tickets and provide timely follow‑ups.
• Assist teammates by progressing tickets during their absence.
• Report process change requests to the Senior Service Desk Analyst.

Required profile

• Minimum Bachelor’s degree or equivalent experience.
• Strong computer fundamentals and basic knowledge of the Internet, browsers, and MS Office Suite.
• At least one year of phone, email, or chat support experience.
• Excellent communication, listening, and multi‑tasking abilities.
• Analytical mindset with strong reasoning skills.

Required skills

• Internet usage and troubleshooting
• Web applications
• Microsoft Office Suite