Service Desk Analyst

About the role

The Service Desk Analyst will join IDP Education Services India LLP’s Global Digital Technology Service team. You will be the first point of contact for internal users, handling incidents and service requests to keep business operations running smoothly.

Key responsibilities

• Provide first‑line support for all IT incidents and service requests raised by users.
• Log, categorise and prioritise tickets accurately, maintaining up‑to‑date documentation.
• Diagnose and resolve hardware, software, network and application issues using available knowledge bases and tools.
• Escalate complex incidents to second‑ or third‑line teams and coordinate follow‑up.
• Communicate ticket progress and resolution steps clearly to end‑users.
• Collaborate with other IT teams to identify problems and contribute to service‑improvement initiatives.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Ability to prioritise tasks, manage multiple tickets and work under pressure.
• Willingness to follow ITIL‑based processes and documentation standards.

Required skills

• Knowledge of ITIL incident and request management.
• Experience with ticketing systems.
• Hardware troubleshooting.
• Software troubleshooting.
• Network troubleshooting.