It Service Desk Analyst

Experis Austria; Gurugram District; On-site; INR 280,000 - 420,000; Full time

Job summary

Experis Austria is seeking an IT Service Desk Analyst (Voice Process) in Gurugram (SP Infocity). The role requires 1-3 years of experience, work-from-office setup and 24x7 rotational shifts. You will handle Level 1 support via phone, email, and ticketing systems, resolving issues and ensuring customer satisfaction.

Strong communication and familiarity with Windows OS, Office Suite, Outlook, and basic networking are essential. Experience with ServiceNow/Remedy/Jira is a plus.

Qualifications

• Experience in Voice Process / IT Helpdesk / Service Desk support.
• Strong verbal and written communication.
• Knowledge of Windows OS, Office Suite and Outlook.
• Ability to work in a 24x7 rotational shift.

Responsibilities

• Provide Level 1 technical support via phone, email and ticketing systems.
• Handle user queries related to hardware, software, network and applications.
• Troubleshoot Windows OS, Office, Outlook and basic network issues.
• Log, track and resolve incidents through ticketing tools.
• Escalate unresolved issues to appropriate teams.
• Follow SOPs and SLAs.
• Maintain documentation of incidents and resolutions.
• Deliver strong customer service and timely issue resolution.

Tools

ServiceNow

Remedy

Jira

Job description

Role & responsibilities

Job Title: IT Service Desk Analyst (Voice Process)

Location: Gurugram (SP Infocity)
Experience: 1-3 Years
Work Mode: Work From Office
Shift: 24x7 Rotational Shifts

Job Description

We are looking for a dynamic and customer-focused IT Service Desk Analyst to join our Global Service Desk team. The ideal candidate should have experience in voice-based IT support, excellent communication skills, and a strong understanding of IT Helpdesk operations. The role involves providing first-level technical support to end-users, resolving IT issues, and ensuring high customer satisfaction.

Key Responsibilities

• Provide Level 1 technical support via phone, email, and ticketing systems.
• Handle incoming user queries related to hardware, software, network, and application issues.
• Troubleshoot Windows OS, Microsoft Office, Outlook, and basic network connectivity issues.
• Log, track, and resolve incidents and service requests through ticketing tools.
• Escalate unresolved issues to appropriate support teams.
• Follow standard operating procedures (SOPs) and Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents and resolutions.
• Deliver excellent customer service and ensure timely issue resolution.

Required Skills

• Strong verbal and written communication skills.
• Experience in Voice Process / IT Helpdesk / Service Desk support.
• Good knowledge of:
• Windows Operating Systems
• Microsoft Office Suite
• Outlook
• Basic Networking Concepts
• Active Directory (preferred)
• Ticketing Tools such as ServiceNow, Remedy, Jira, etc.
• Strong troubleshooting and problem-solving abilities.
• Ability to work in a 24x7 rotational shift environment.