Service Desk Analyst

Pacer Automation Pvt Ltd - IT Solutions & Services; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Pacer Automation Private Limited is seeking an experienced ServiceDesk Analyst (Level 1.5) to join our IT Support Operations. You will serve as a bridge between Level 1 and Tier 2/3 teams, handling real-time user requests via phone and live chat while delivering fast, high-quality troubleshooting and resolution across cross-functional IT teams.

The role requires 24/7 rotational shifts, weekend/evening coverage, and strong English communication skills.

Qualifications

• Availability & Shift Flexibility: Willingness to work 24/7 rotational shifts including evenings, weekends and holidays.
• Experience: Minimum 3+ years in an IT contact center or technical helpdesk environment.
• Platform & OS Troubleshooting: Deep hands-on expertise troubleshooting Windows OS and core enterprise software.
• Collaboration Platforms: Troubleshooting Zoom, Microsoft Teams and Google Meet.
• Productivity Suites: Proficient with Microsoft Office and Google Workspace.
• Cross-Functional Skills: Ability to collaborate with cross-functional IT teams and external vendors.
• Channel Experience: Experience handling high-volume calls and live chats.
• Communication: Strong English communication skills, both verbal and written.

Responsibilities

• Omnichannel Technical Support: Handle inbound calls and live chats with professionalism and empathy.
• Productivity Suite Support: Assist with Microsoft Office and Google Workspace tools.
• Cross-Functional Collaboration: Work with Network, Systems, Cybersecurity, and Vendor teams to resolve issues.
• Incident Management & Escalation: Triage tickets and escalate to Tier 2/3 with thorough ticket notes in ServiceNow.
• Knowledge Base Utilization: Use ServiceNow knowledge base and contribute to documentation.

Skills

Availability & Shift Flexibility

IT Helpdesk Experience

Windows OS Troubleshooting

Communication & Collaboration

English Communication

Phone & Live Chat Handling

Tools

Zoom

Microsoft Teams

Google Meet

Job description

Company Description

Pacer Automation Private Limited, founded in 1989, delivers professional IT infrastructure services to small, mid-cap, and large-cap organizations. The company specializes in designing and implementing IT infrastructure solutions that combine suitable technologies with proven best practices. With strong technical expertise and extensive hands-on experience, Pacer Automation focuses on performance, reliability, and security across client environments. The organization is committed to creating IT systems that enable seamless access and measurable business value for its clients.

Role Description

We are seeking an experienced ServiceDesk Analyst (Level 1.5) to join our IT Suppot Operations team. In this role, you will act as a key technical escalation bridge between standard Level 1 support and advanced Tier 2/Tier 3 desktop teams. You will handle real-time user requests via phone calls and live chat, delivering fast, high-quality technical troubleshooting and resolution for end-users while working collaboratively across cross-functional IT teams.

Important Shift Requirement

Our Support center operates on a 24/7 rotational schedule with primary coverage concentrated during peak evening and night hours. Candidates must have full flexibility and availability to support rotational shifts, weekends, and evening schedules.

Key Responsibilities

• Omnichannel Technical Support: Assist end-users directly by handling inbound calls and live chats with high professionalism, clear communication, and customer empathy.
• Productivity Suite Support: Provide hands‑on assistance and issue resolution across both Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) and Google Workspace / Google Suite (Gmail, Docs, Drive, Sheets, Meet).
• Cross-Functional Collaboration: Collaborate closely with cross-functional teams (Network Engineering, Systems Infrastructure, Cybersecurity, and Vendor Support) to report recurring issues, streamline escalation workflows, and resolve complex technical incidents.
• Incident Management & Escalation: Triage complex tickets and elevate unresolved issues seamlessly to Tier 2/Tier 3 teams while maintaining complete, accurate ticket notes in ServiceNow.
• Knowledge Base Utilization: Utilize ServiceNow Knowledge Management tools to resolve standard and complex inquiries efficiently while contributing to documentation updates and cross-team knowledge sharing.

Minimum / Required Skills

• Availability & Shift Flexibility (Mandatory): Willingness and availability to work 24/7 rotational shifts, including early mornings, weekends, and holidays, with primary focus/allocation in evening hours.
• Experience: Minimum 3+ years of direct experience working in an IT contact center or technical helpdesk environment.
• Platform & OS Troubleshooting: Deep hands‑on expertise troubleshooting Windows OS, hardware configurations, and core enterprise software.
• Collaboration Platforms: Strong troubleshooting skills with Zoom (meeting connectivity, media streams, client setup) alongside Microsoft Teams and Google Meet.
• Productivity Suites: Demonstrated proficiency supporting both Microsoft Office and Google Workspace (Google Suite) tools.
• Cross-Functional Skills: Proven ability to communicate effectively and collaborate seamlessly with cross-functional IT teams and external vendor partners.
• Channel Experience: Hands-on experience in high-volume contact center operations handling concurrent phone calls and live chats.
• Communication: Outstanding verbal and written English communication skills with strong active listening capabilities.