Junior Service Desk Analyst (Apprenticeship)

Endava; Bengaluru; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Endava is seeking a dedicated Junior Service Desk Analyst to join our Bengaluru, India team. You will be the first point of contact for clients and internal staff, providing timely IT support and ensuring smooth operations across the organization.

You will log, classify, and escalate incidents using Freshservice, troubleshoot issues, and communicate clear timelines. This role requires strong English skills, collaboration, and a willingness to work in a 24/7, on-call environment.

Qualifications

• Intermediate English language skills (both written and verbal).
• Good communication, documentation, and collaboration skills.
• Self-driven with the ability to take ownership and follow through.
• Willingness to work in a 24/7 support environment.
• Willingness to work in an on call support model.

Responsabilités

• 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 lift 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)

Connaissances

Intermediate English

Communication skills

Documentation skills

Collaboration skills

Ownership mindset

On-call readiness

Description du poste

• Full-time

Company 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 lift 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

• Intermediate English language skills (both written and verbal)

Good communication, documentation, and collaboration skills

Self-driven with the ability to take ownership and follow through

Willingness to work in a 24/7 support environment

Willingness to work in on call support model

Additional Information

Candidates should meet

Strong analytical thinking and problem-solving skills

Good communication and documentation abilities

Ability to collaborate effectively with cross-functional teams

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.