IT Service Desk Analyst

PYXIDIA TECHLAB; Navi Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

A technology solutions company in Navi Mumbai is seeking a Service Desk Analyst to manage IT support. The successful candidate will have at least two years of experience in end-user support, strong analytical skills, and effective communication abilities. This full-time on-site role involves evaluating IT systems, responding to client inquiries, and managing service desk records. A degree in computer science is required along with knowledge of ITIL practices.

Qualifications

• Minimum two years' experience in end-user support and IT performance analysis.
• Comprehensive understanding of computer hardware and software.
• Proficient in communication and teamwork.

Responsibilities

• Analyse and evaluate software and IT systems.
• Answer incoming IT questions from clients and staff.
• Perform system installations, upgrades and maintenance.

Skills

Analytical skills

Problem-solving abilities

Interpersonal skills

Time-management skills

Communication skills

Education

Associate or bachelor's degree in computer science

Tools

Task management software

Customer relationship management software

Job description

Hiring Service Desk Analyst / IT Support Lead – ITIL & Service Management | Cloud Telephony | Based in Turbhe, Navi Mumbai | On-site Role

Experience: 6 months to 1 year.

Good-to-Have

• ITIL V4 / V3 Foundation qualification is preferable but not essential
• Knowledge of ITIL Processes – Incident, Service Management
• Knowledge of cloud-telephony tools from reporting perspective

Responsibilities

• Analysing and evaluating software and IT systems
• Answering incoming IT questions from clients and staff in person, over the phone or remotely
• Performing system installations, upgrades and maintenance procedures to prevent service outages
• Creating FAQ materials and training manuals for end users to easily access
• Keeping service desk records up to date
• Making suggestions to improve IT performance and avoid future issues
• Coordinating with internal divisions to ensure that the company is meeting IT requirements
• Keeping up with technological developments
• Managing all vendors related to Service Desk
• Managing SLA’s and KPI’s on monthly basis
• Participate in hiring of service desk resources at lead level
• Run daily, weekly, and monthly meetings related to Service Desk
• Ensure all updates are shared with all Service Desk teams
• Create reports from all tools of service desk
• Responsible for knowledge management related to Service Desk
• Work on smooth transition of new tools or processes affecting Service Desk

Required Qualifications

• An associate or bachelor's degree in computer science, information systems or a related field
• A minimum of two years’ experience working in end-user support and IT performance analysis role
• Comprehensive and up-to-date understanding of computer hardware and software
• Proficiency with task management and customer relationship management software
• Outstanding analytical and problem‑solving abilities
• Advanced interpersonal, communication and teamwork abilities
• Excellent time‑management and organisational skills

Seniority Level

• Entry level

Employment type

• Full‑time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting

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