Service Desk Analyst

Endava; Bengaluru; On-site; INR 420,000 - 650,000; Full time

Benefits offered by this job

Night shift allowance

Job summary

Endava in Bengaluru, India is seeking a dedicated Service Desk Analyst to be the first point of contact for IT support across the organization. You will log incidents via Freshservice, triage issues, and provide guidance while maintaining SLAs.

The role requires 3–5 years of L1/L1.5 experience, excellent English, and solid ITSM skills. Strong customer focus and the ability to work in a fast-paced environment are essential, with rotating shifts and a night shift allowance included.

Qualifications

• 3 to 5 years of experience in managing L1 and L1.5 roles in call taking or IT support.
• Advanced English language skills (written and verbal).
• Proficiency in using ITSM tools and ticketing systems.
• Strong problem-solving and analytical abilities to diagnose and resolve IT issues.
• Customer-focused mindset and ability to work under pressure.

Responsibilities

• Serve as the primary contact for IT-related issues and service requests via phone, email, and messaging.
• Log, classify, and prioritize incidents and requests in ITSM tools following established procedures (Freshservice).
• Troubleshoot and resolve IT problems or escalate to appropriate support teams as needed.
• Provide clear guidance on actions and timelines to customers.
• Monitor open tickets to ensure timely resolution and SLA adherence.
• Work in rotational shifts with night shift allowance.

Skills

L1/L1.5 support

Advanced English

Problem-solving

Analytical abilities

Customer-focused

Team player

Education

ITIL Foundation

CompTIA A+

Tools

Freshservice (Freshworks)

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 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 elevate complex issues to appropriate support teams
• Provide clear, professional guidance to customers on appropriate courses of action and expected timelines
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements
• Working in Shifts (rotational with night shift allowance)

Qualifications

• 3 to 5 years of experience in managing L1 and L1.5 roles in call taking role.
• Advanced 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
• Relevant IT support certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.

Additional Information

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.