Hiring Senior Service Desk Analyst

Savista; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Savista is seeking a Senior Service Desk Analyst to provide technical support, focusing on access provisioning/deprovisioning, M365 user support, onboarding/offboarding, password resets, MFA resets, and ticket triage using ITSM tools. You will handle L1 support for business apps and assist with documentation and RCA efforts.

The role requires 4–6 years in Service Desk/IT Support, ITIL Foundation, and strong communication skills to manage high ticket volumes and SLAs.

Qualifications

• 4-6 years of Service Desk / IT Support experience.
• ITIL Foundation Certification is mandatory.
• CompTIA A+ or equivalent is preferable.

Responsibilities

• User onboarding and offboarding.
• Password resets, account unlocks, and MFA resets.
• Manage user access using Active Directory.
• Provide L1 support for business applications.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Troubleshoot login, MFA, sync, Windows OS, and basic networking issues.
• Handle incident and service request tickets through ITSM tools.
• Support laptops, desktops, peripherals, and mobile devices.
• Escalate complex issues to L2/L3 teams.
• Maintain documentation, SOPs, and ticket updates.
• Assist in reporting and root cause analysis (RCA).

Skills

Active Directory user management

Microsoft 365 fundamentals

Windows OS troubleshooting

Basic networking knowledge

ITSM tools: ServiceDesk Plus, Freshser

Strong communication and customer supp

High ticket volumes & SLA adherence

Education

ITIL Foundation Certification

CompTIA A+ or equivalent

Tools

ServiceDesk Plus

Freshservice

ServiceNow

Job description

Greetings from Savista!!

Hiring Senior Service Desk Analyst.

We are looking for a ServiceDesk Analyst to provide technical support and handle high-volume service requests. The role focuses on application access provisioning and deprovisioning, M365 user support, user onboarding/offboarding, password/MFA resets, basic troubleshooting, and ticket triage using enterprise ITSM tools such as Fresh works, ManageEngine SDP or ServiceNow.

Key Responsibilities

• User onboarding and offboarding.
• Password resets, account unlocks, and MFA resets.
• Manage user access using Active Directory.
• Provide L1 support for business applications.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Troubleshoot login, MFA, sync, Windows OS, and basic networking issues.
• Handle incident and service request tickets through ITSM tools.
• Support laptops, desktops, peripherals, and mobile devices.
• Escalate complex issues to L2/L3 teams.
• Maintain documentation, SOPs, and ticket updates.
• Assist in reporting and root cause analysis (RCA).

Required Skills

• Active Directory user management.
• Microsoft 365 fundamentals.
• Windows OS troubleshooting.
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi).
• Experience with ITSM tools such as ServiceDesk Plus, Freshservice, or ServiceNow.
• Strong communication and customer support skills.
• Ability to manage high ticket volumes and meet SLAs.

Qualifications

• 4-6 years of Service Desk / IT Support experience.
• ITIL Foundation Certification (Mandatory).
• CompTIA A+ or equivalent (Preferred).