It Service Desk Analyst

Tekskills Inc.; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Tekskills Inc. in Mumbai, India is seeking an IT helpdesk professional to provide Level 1 support for hardware, software, network and applications. You will act as the first point of contact for incident requests, log and categorize tickets, and guide users through troubleshooting steps to resolution.

You will maintain the knowledge base, ensure clear communication with end users, and help generate reports on ticket trends and SLA adherence to drive continuous improvement.

Qualifications

• Experience handling IT incidents and ticketing in ITSM environments.
• Ability to log, categorize, prioritize and track tickets to resolution.
• Strong communication with end users and stakeholders.

Responsibilities

• Handle incident requests and log tickets in the ITSM tool.
• Provide Level 1 troubleshooting for hardware, software, network and apps.
• Guide users through problem solving and document solutions.
• Maintain knowledge base articles and contribute to improvements.

Skills

Incident Mgmt

IT Support

Customer Communication

Knowledge Base

SLA Compliance

Tools

ITSM Tool

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