Service Desk Analyst

About the role

The Service Desk Analyst (Level 1) is the first point of contact for end‑users in Jamnagar, providing technical assistance for hardware, software and application issues. The role combines hands‑on troubleshooting with a strong focus on delivering an exceptional customer experience.

Key responsibilities

• Install, configure, upgrade and patch desktops, laptops, printers and peripherals.
• Perform break/fix, preventive maintenance and backup/restore operations.
• Manage antivirus consoles, enforce policies and respond to outbreaks.
• Handle OS and application patching using WSUS and SCCM per RIL policy.
• Maintain the CMDB/Asset Register, track issuance/recovery and generate periodic reports.
• Operate a 24×7×365 help‑desk, log calls, triage incidents and coordinate with L2/L3 teams.
• Meet SLA targets: ≥93% calls answered, response and resolution times per category.
• Document SOPs, best practices and service‑improvement plans.

Required profile

• 1‑5 years of experience in IT end‑user support or service‑desk environments.
• Proven ability to troubleshoot hardware, software and peripheral issues.
• Strong customer‑service orientation and ability to work in a 24 × 7 shift model.

Required skills

• Windows operating systems
• WSUS (Windows Server Update Services)
• SCCM (System Center Configuration Manager)
• Antivirus management consoles
• Backup and restoration tools
• CMDB/Asset management
• SOP documentation

What we offer

• Dynamic on‑site work environment in Jamnagar.
• Opportunities to work with a broad range of IT technologies.
• Clear performance metrics and career development pathways.