It Service Desk Analyst

Tekskills Inc.; Hyderabad; On-site; INR 600,000 - 850,000; Full time

Job summary

Tekskills Inc. in Hyderabad seeks an IT Service Desk professional to handle incidents and requests, logging, categorizing, and prioritizing tickets in the ITSM system for timely resolution or escalation.

You will provide Level 1 troubleshooting across hardware, software, network, and applications, guiding users through steps and documenting solutions. You will also maintain knowledge base articles and produce SLA-driven reports.

Qualifications

• 4–6 years of ITSM/incident management experience.
• Experience in logging, categorizing, prioritizing tickets in ITSM tools.
• Ability to work with end-users and document solutions clearly.

Responsibilities

• Act as the first point of contact for IT issues and service requests.
• Provide Level 1 troubleshooting for hardware, software, network, and apps.
• Maintain clear, professional communication with end-users to ensure high satisfaction.
• Update and maintain knowledge base articles for common issues and resolutions.
• Generate reports on ticket status, trends, and performance metrics to support IT governance.

Skills

Incident Mgmt

L1 Technical Support

Communication

Knowledge Base

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