It Service Desk Analyst

Tekskills Inc.; Delhi; On-site; INR 400,000 - 600,000; Full time

Job summary

Tekskills Inc. is seeking an IT support professional to act as the first point of contact for incident requests and service tickets in Delhi.

You will log, categorize, and prioritize tickets in the ITSM tool, and provide Level 1 troubleshooting for hardware, software, network, and application issues while guiding users through problem-solving steps. You will maintain clear communication with end-users to ensure high satisfaction, update knowledge base articles, and contribute to continuous

Qualifications

• Log, categorize and prioritize tickets in the ITSM tool for timely resolution.
• Provide Level 1 troubleshooting for hardware, software, network and application issues.

Responsibilities

• Act as the first point of contact for incident requests and service tickets.
• Guide users through problem-solving steps and document solutions.
• Maintain professional, clear communication with end-users to ensure satisfaction.
• Update and maintain knowledge base articles for common issues and resolutions.

Skills

IT Service Management

Incident Management

Consulting

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