It Service Desk Analyst

AKANA Services Pvt. Ltd; Bengaluru; On-site; INR 420,000 - 540,000; Full time

Job summary

AKANA Services Pvt. Ltd. in Bangalore is seeking a capable help desk professional to join our IT support team. The role focuses on Tier 1 incident resolution, user assistance, and timely issue handling in a US time shift environment.

You will troubleshoot Windows OS and O365, document steps for the knowledge base, and escalate complex problems. The position requires 3–4 years in customer service or help desk and strong communication skills.

Qualifications

• 3-4 years of experience in customer service or a help desk role.
• Strong troubleshooting skills for Windows OS, O365, and common IT issues.
• Basic understanding of network connectivity and printer troubleshooting.
• Ability to document resolutions and contribute to a knowledge base.
• Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows.
• Excellent communication skills and a proactive approach to issue resolution.

Responsibilities

• Manage Tier 1 help desk tickets through the company's internal ticketing system.
• Troubleshoot common IT issues and provide support for O365, client applications, and daily operating environments using available tools.
• Perform basic Windows administration tasks, including password resets, email backups, Outlook synchronization issues, and file/folder management.
• Diagnose and resolve basic network connectivity and printer-related issues.
• Escalate complex technical problems to Technical Support Specialist II or appropriate resolver groups.
• Ensure timely resolution by following up on outstanding requests.
• Document all troubleshooting steps and contribute to the knowledge base.
• Adhere to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection.
• Minimize user downtime by providing accurate communication and efficient issue resolution for unscheduled outages.
• Work within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred.
• Maintain regular communication with IT management through timely operational reporting and collaborate with team members on support issues and needs assessments.

Skills

Windows OS

O365

ITSM concepts

SLA workflows

Communication skills

Documentation

Tools

ServiceNow

Job description

Immediate to 15 days Joiners Only

Location -Bangalore

US Time shift

Key Responsibilities:

• Manage Tier 1 help desk tickets through the company's internal ticketing system.
• Troubleshoot common IT issues and provide support for O365, client applications, and daily operating environments using available tools.
• Perform basic Windows administration tasks, including password resets, email backups, Outlook synchronization issues, and file/folder management.
• Diagnose and resolve basic network connectivity and printer-related issues.
• Escalate complex technical problems to Technical Support Specialist II or appropriate resolver groups.
• Ensure timely resolution by following up on outstanding requests.
• Document all troubleshooting steps and contribute to the knowledge base.
• Adhere to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection.
• Minimize user downtime by providing accurate communication and efficient issue resolution for unscheduled outages.
• Work within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred.
• Maintain regular communication with IT management through timely operational reporting and collaborate with team members on support issues and needs assessments.

Qualifications & Skills:

• 3-4 years of experience in customer service or a help desk role.
• Strong troubleshooting skills for Windows OS, O365, and common IT issues.
• Basic understanding of network connectivity and printer troubleshooting.
• Ability to document resolutions and contribute to a knowledge base.
• Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows.
• Excellent communication skills and a proactive approach to issue resolution.