It Service Desk Analyst

Tekskills Inc.; Dadri; On-site; INR 300,000 - 450,000; Full time

Job summary

Tekskills Inc. in India seeks an IT Service Desk professional to act as the first point of contact for IT issues, log, categorize, and prioritize tickets, and provide Level 1 troubleshooting for hardware, software, network, and applications.

You will maintain clear, professional communication with end-users, update knowledge base articles, and generate reports on ticket status, trends, and performance metrics to drive continuous improvement.

Qualifications

• Experience in IT service management and incident management.
• Ability to log, categorize and prioritize tickets in an ITSM tool.
• Strong communication and customer service skills.
• Knowledge base maintenance and continuous improvement involvement.

Responsibilities

• Act as first point of contact for IT issues and service requests.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Provide Level 1 troubleshooting for hardware, software, network, and apps.
• Update and maintain knowledge base articles.
• Generate reports on ticket status, trends, and performance metrics.

Skills

Incident Management

Technical Support

Communication

Knowledge Management

Compliance Reporting

Job description

Essential Skills:

• Incident Request Management Act as the first point of contact for IT-related issues and service requests. Log| categorize| and prioritize tickets in the ITSM tool| ensuring timely resolution or escalation.
• Technical Support Provide Level 1 troubleshooting for hardware| software| network| and application issues. Guide users through problem-solving steps and document solutions.
• Communication Customer Service Maintain clear| professional communication with end-users. Ensure high customer satisfaction by providing prompt and courteous support.
• Knowledge Management Update and maintain knowledge base articles for common issues and resolutions. Share best practices and contribute to continuous improvement initiatives.
• Compliance Reporting Adhere to IT policies| security standards| and SLA requirements. Generate reports on ticket status| trends| and performance metrics.

Desirable Skills:

• Keyword:
• Skills: IT Service Management Consulting Incident Management
• Experience Required: 4-6