Service Desk Analyst – Pune

About the role

We are looking for a Service Desk Analyst to join our 24/7 online Service Desk in Pune. Under general supervision, you will assist customers by handling service requests, incidents, and change tickets, providing clear, step‑by‑step solutions.

Key responsibilities

• Deliver exceptional support via an online ticketing system, ensuring timely resolution of user queries.
• Gather detailed information, break down requests into sub‑tasks, and process them efficiently.
• Diagnose and resolve application, infrastructure, and software issues, including internet connectivity, email clients, and browsers.
• Research solutions using available resources and follow standard processes.
• Escalate priority issues to appropriate teams and keep tickets updated with accurate communication.
• Provide alternative solutions when appropriate to retain customer satisfaction.
• Maintain up‑to‑date knowledge of system changes and assist teammates during absences.

Required profile

• Minimum Bachelor’s degree or equivalent experience.
• Strong computer fundamentals and basic knowledge of the internet, browsers, and MS Office Suite.
• Excellent communication, phone etiquette, and multi‑tasking abilities.
• Analytical reasoning and ability to follow documented procedures.

Required skills

• Internet usage
• Web browsers
• MS Office Suite