Junior Service Desk Analyst

Endava; Bengaluru; Hybrid; INR 350,000 - 550,000; Full time

Benefits offered by this job

Night shift allowance

Job summary

Endava in Bengaluru, India seeks a Junior Service Desk Analyst to be the first point of contact for IT support for clients and staff. You will log, classify, and resolve incidents, while providing clear guidance and timely updates.

This role requires 1–3 years of L1 call handling experience, strong English and ITSM proficiency, and the ability to work in a fast-paced environment. Rotational shifts with night shift allowance, and work-from-home criteria apply.

Qualifications

• 1–3 years of experience in managing L1 call taking roles.
• Intermediate English (written and spoken).
• Strong problem solving and analytical abilities to diagnose IT issues.
• Customer-focused mindset and strong communication.
• Proficiency with ITSM tools and ticketing systems (Freshservice).
• Hardware, software and application troubleshooting experience.
• Ability to work in a fast-paced environment and manage priorities.
• Team player with collaborative problem-solving skills.

Responsibilities

• Serve as the primary contact for IT-related issues via phone, email, and chat.
• Log, classify, and prioritize incidents using ITSM processes (Freshservice).
• Troubleshoot IT problems or escalate to appropriate teams.
• Provide clear guidance on actions and expected timelines.
• Collaborate with internal and external departments to maintain user satisfaction.
• Monitor open tickets to ensure timely resolution and SLA adherence.
• Work in rotational shifts with night shift allowance.

Skills

L1 support

Customer service

English communication

ITSM tools

Tools

Freshservice

Job description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

We are seeking a dedicated and customer-focused Junior Service Desk Analyst to join our team in Bengaluru, India. As a crucial member of our IT support team, you will be the first point of contact for our clients and internal employees, providing expert assistance and ensuring smooth operations across our organization.

• Serve as the primary contact for IT-related issues, inquiries, and service requests via various channels including phone, email, and instant messaging
• Log, classify, and prioritize incidents and requests using ITSM tools and following established procedures - Freshservice (freshworks)
• Troubleshoot and resolve IT problems or escape complex issues to appropriate support teams
• Provide clear, professional guidance to customers on appropriate courses of action and expected timelines
• Collaborate with internal and external departments to deliver high-quality service and maintain user satisfaction
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements
• Working in Shifts (rotational with night shift allowance)

Qualifications

• 1-3 years of experience in managing L1 Call taking role
• Intermidiate English language skills (both written and verbal)
• Strong problem-solving and analytical abilities to diagnose and resolve IT issues efficiently
• Customer-focused mindset
• Proficiency in using ITSM tools and ticketing systems
• Hardware, software and application troubleshooting experience.
• Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines
• Team player with a collaborative approach to problem-solving

Additional Information

Candidates should meet work from home criteria.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.