It Service Desk Analyst

Aziro

India

Remote

INR 300,000 - 420,000

Full time

14 days+

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Job summary

Aziro is seeking an IT Service Desk Analyst to provide first-level technical support to employees, resolving hardware, software, access, network, and application issues through incidents and service requests. The role emphasizes timely handling via ServiceNow and strong customer service.

You will use ServiceNow, manage Active Directory accounts, troubleshoot Windows and Microsoft 365, VPN, printers, and basic networking, and escalate complex issues to L2/L3 as needed while meeting SLA targets.

Qualifications

Bachelor's/associate degree in IT, Computer Science, or related field is preferred.
2-4 years of IT service desk/help desk/technical support experience required.
Experience with Windows, Microsoft 365, VPN, and service management tools is essential.

Responsibilities

Act as the first point of contact for IT support via phone, chat, email, and ServiceNow.
Log, categorize, prioritize, track, and resolve incidents and service requests.
Troubleshoot Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, and endpoint issues.
Perform user and access management using Active Directory.
Escalate complex issues to L2/L3 teams with proper handoff.
Monitor ticket queues and ensure SLA targets are met.
Maintain ticket documentation and contribute to knowledge base.
Support onboarding/offboarding and basic endpoint/access requirements.
Identify recurring issues and contribute to root-cause analysis.

Skills

ServiceNow

Active Directory

DNS

Windows troubleshooting

Microsoft 365

VPN and basic networking

Incident & Service Request Management

SLA / Ticket Management

Customer-facing technical support

Education

Bachelor's/Associate's degree in IT/CS

Tools

ServiceNow

Active Directory

DNS

Job description

IT Service Desk Analyst

Experience: 2-4 Years
Location: As per requirement
Role: IT Service Desk / Technical Support

We are looking for an experienced IT Service Desk Analyst to provide first-level technical support to employees and ensure timely resolution of hardware, software, access, network, and application-related issues. The candidate will be responsible for incident and service request management, troubleshooting, user administration, and escalation of complex issues to L2/L3 teams.

Key Responsibilities

Act as the first point of contact for IT support through phone, chat, email, and ServiceNow.
Log, categorize, prioritize, track, and resolve incidents and service requests in ServiceNow.
Troubleshoot Windows, Microsoft 365, Outlook, Teams, SharePoint, VPN, MFA, printers, and endpoint-related issues.
Perform user and access management activities using Active Directory, including password resets, account creation/deactivation, user/group management, and access requests.
Troubleshoot basic network connectivity issues involving DNS, DHCP, TCP/IP, and VPN.
Support hardware/software installation, laptop deployment, imaging, configuration, and troubleshooting.
Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting and handoff details.
Monitor ticket queues and ensure incidents and requests are resolved within defined SLA targets.
Maintain accurate ticket documentation and contribute to the IT knowledge base.
Support employee onboarding/offboarding and basic endpoint/access requirements.
Identify recurring technical issues and support root-cause analysis and continuous improvement.
Provide professional and customer-focused technical support while maintaining good CSAT.