Junior Service Desk Analyst (Apprenticeship)

Endava; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Endava Limited in Bengaluru, India seeks a Junior Service Desk Analyst to be the first point of contact for clients and staff, handling IT requests and incidents with a focus on rapid resolution. You will log, classify, and escalate issues while providing clear guidance and tracking progress to maintain satisfaction.

The role requires strong communication and English skills, and the team operates in a 24/7 support environment with rotating night shifts.

Qualifications

• Intermediate English language skills required.
• Candidates should demonstrate good communication, documentation and collaboration abilities.

Responsibilities

• Serve as primary contact for IT-related issues via phone, email, and chat.
• Log, classify and prioritize incidents using ITSM tools (Freshservice).
• Troubleshoot IT problems and escalate to appropriate teams when needed.
• Provide clear, professional guidance on actions and timelines.
• Collaborate with internal and external departments to ensure high-quality service.
• Monitor and track open tickets to meet SLA.
• Work in shifts with rotational night shift allowance.

Skills

Intermediate English

Communication

Documentation

Collaboration

Job description

• 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 escalated 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.