Service Desk Analyst

Endava; Bengaluru; On-site; INR 420,000 - 640,000; Full time

Job summary

Endava is seeking an IT Service Desk Professional to provide first-level technical assistance via voice calls to client colleagues and authorized users. You will troubleshoot incidents, support desktop and clinical applications, and document issues in the service-management system.

You will work in a high-volume contact-center setting, adhering to security and privacy procedures while meeting SLAs. Weekend and on-call shifts may be required, with opportunities to contribute to knowledge sharing

Qualifications

• Diploma, degree, or equivalent experience in IT or a related field.
• Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
• Willingness to complete background checks, security screening, and client training.

Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

Skills

IT Service Desk experience

Customer service

Troubleshooting

Voice support

Communication skills

Education

Diploma or degree in IT

Tools

ServiceNow

Amazon Connect

Microsoft 365

Active Directory

Remote-support tools

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

The IT Service Desk Professional provides first-level technical support to client colleagues, business partners, and authorized users through voice calls.

The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment.

The role requires adherence to client and Endava security, privacy, access-management, and operational procedures.

Key Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

Qualifications

Required Qualifications

• Diploma, degree, or equivalent experience in IT or a related field.
• Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
• Willingness to complete background checks, security screening, and client training.

Preferred Qualifications

• Experience supporting healthcare, insurance, clinical, or other regulated environments.
• Experience supporting clinical or business-critical applications.
• Experience with Amazon Connect or another contact-center platform.
• Experience with ServiceNow or a similar ticketing system.
• Knowledge of Microsoft 365, Active Directory, and remote-support tools.

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.

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply