Service Desk Analyst

Pacer Automation Pvt Ltd - IT Solutions & Services; Bengaluru; On-site; INR 420,000 - 520,000; Full time

Job summary

Pacer Automation Private Limited in Bengaluru is seeking a Service Desk Analyst to provide first-line support to end users, handling hardware, software, and network issues from on-site locations. You will log incidents, diagnose problems, and collaborate with IT teams to ensure timely resolutions.

The role requires strong communication, documentation, and a customer-service mindset to maintain a stable IT environment in a fast-paced setting.

Qualifications

• Strong technical support and troubleshooting skills for hardware, software, and basic network issues.
• Analytical abilities to diagnose problems and identify root causes.
• Proven customer service skills, empathy, and clear communication.
• Familiarity with service desk tools like ServiceNow or JIRA.
• Knowledge of Windows/macOS and common business applications.
• Certifications such as CompTIA A+ or ITIL Foundation are a plus.
• Diploma or degree in IT/CS preferred.

Responsibilities

• Provide first-line technical support to end users.
• Log incidents and resolve hardware, software, and network issues.
• Diagnose and troubleshoot problems, escalate complex cases to appropriate teams.
• Maintain accurate documentation in ticketing systems and ensure timely follow-up.
• Communicate clearly with users and adhere to established SLAs.
• Collaborate with other IT teams to maintain a stable IT environment.

Skills

Technical Support

Troubleshooting

Analytical Skills

Customer Service

Communication

Teamwork

Empathy

Education

Diploma or Degree in IT/CS

Tools

ServiceNow

JIRA

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

The Service Desk Analyst is a full-time, on-site role based in Bengaluru. This role involves providing first-line technical support to end users, including responding to service requests, logging incidents, and resolving hardware, software, and network issues. The analyst will diagnose and troubleshoot problems, elevate complex cases to appropriate teams, and ensure timely follow-up and closure. Daily responsibilities include delivering high-quality customer support, maintaining accurate documentation in ticketing systems, and adhering to established service level agreements. The role also requires clear communication with users, proactive issue prevention, and collaboration with other IT teams to maintain a stable and efficient IT environment.

Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills for hardware, software, and basic network issues.
• Candidates should possess solid Analytical Skills to diagnose problems, identify root causes, and suggest effective solutions.
• Candidates should possess proven Customer Support and Customer Service skills, including empathy, patience, and clear communication.
• Familiarity with IT service desk or helpdesk tools and ticketing systems (e.g., ServiceNow, JIRA, or similar) is beneficial.
• Knowledge of operating systems (Windows, macOS), common business applications, and basic networking concepts is preferred.
• Strong verbal and written communication skills and the ability to work collaboratively in a team-oriented environment are required.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are an advantage.
• A diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, is preferred.