Service Desk Analyst

wwtexternalcareersite; India; On-site; INR 400,000 - 700,000; Full time

Job summary

wwtexternalcareersite is seeking an experienced IT service desk professional to handle inbound incidents, service requests and support inquiries across channels. You will document cases, triage, prioritize, and route to the right teams while maintaining SLA compliance.

Ideal candidates have 2–3 years in customer service or IT operations, strong communication, and basic troubleshooting skills. Experience with ServiceNow and Windows/MS Office is preferred; a 24x7 shift may be required.

Qualifications

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities in a fast-paced support environment.
• Experience with ticketing, case management, or IT service management platforms.
• Strong organizational skills with attention to detail.
• Ability to analyze information, assess priorities, and decide under pressure.
• Collaborative work across multiple teams and stakeholders.
• Experience managing customer communications and expectations during a support engagement.
• Understanding of service desk operations, incident management, request fulfillment, and escalations.
• Minimum 2–3 years in customer service, service desk, technical support, or IT operations.
• ITIL Foundation certification is an asset.
• Experience with ServiceNow is required.
• College education or equivalent IT service desk experience.
• Basic IT troubleshooting for common hardware, software, and connectivity issues.
• Working knowledge of MS Windows and MS Office with ITSM platforms.
• Adherence to defined processes, suggesting improvements, and working within project methodologies.
• Availability for rotational shifts in a 24x7 operation.

Responsibilities

• Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries via phone, email, and portals.
• Create, document, and maintain accurate support records for full visibility across the lifecycle.
• Review requests and determine priority, impact, urgency, and assignment path.
• Validate customer entitlements, service eligibility, and request scope based on offerings.
• Perform initial triage and gather information to support efficient resolution.
• Route incidents and escalations to appropriate teams ensuring required data is captured.
• Monitor ticket queues to meet SLAs and response targets.
• Proactively manage aged or at-risk tickets through follow-up and escalation.
• Provide timely customer updates and set expectations for resolution.
• Participate in QA reviews and contribute to continuous improvement of support processes.
• Identify recurring issues and collaborate on problem management opportunities.
• Collaborate with support engineers, operations, and service delivery teams for seamless support.
• Share troubleshooting details and log resolutions in tickets for reference.
• Document resolutions and update self-help content to support first-contact resolution.
• Assist with cross-training teammates and share quick fixes.
• Resolve customer issues via phone, email, chat, and web sessions, with knowledge of data and voice networks.

Skills

Customer service

Communication

Prioritization

Collaboration

Ticketing

IT operations

Troubleshooting

Windows

MS Office

Education

College education or equivalent IT service desk experience

ITIL Foundation certification (asset)

Tools

ServiceNow

Job description

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
• Experience working with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make sound decisions under pressure.
• Demonstrated ability to work collaboratively across multiple teams and stakeholders.
• Experience managing customer communications and expectations throughout a support engagement.
• Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
• Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
• ITIL Foundation certification is considered an asset.
• Experience with ServiceNow isrequired.
• College education, or equivalent experience in an IT service desk environment.
• Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
• Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
• Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
• Availability to work rotational shifts in a 24x7 operation.

#LI-AC1

• Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals.
• Create, document, andmaintainaccuratesupport records to ensure complete case visibility throughout the support lifecycle.
• Review incoming requests anddeterminetheappropriate priority, impact, urgency, and assignment path.
• Validate customer support entitlements, service eligibility, and request scope based on defined service offerings.
• Perform initial triage and gather relevant business and technical information to support efficient resolution.
• Route incidents, requests, and escalations to theappropriate supportteams while ensuring all required information is captured.
• Monitor and manage ticket queues to ensure service level agreements (SLAs) and response targets are met.
• Proactively manage aged, stalled, or at-risk tickets through follow-up, reassignment, and escalation activities.
• Providetimelycustomer updates and communicate status, next steps, and resolution expectations.
• Participate in quality assurance reviews and contribute to the continuous improvement of support processes and customer experience.
• Identifyrecurring issues and support problem management initiatives by recognizing trends and escalating opportunities for improvement.
• Collaborate with support engineers, operations teams, and service delivery teams to ensure seamless customer support.
• Provide clients with problem reference and requestnumbers andlog all troubleshooting and resolution steps directly in the ticket.
• Document resolutions and contribute updates to self-help and knowledge base content to support first-contact resolution.
• Assistwith cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
• Resolve customer issues via telephone, email, chat, and web sessions,maintaininga working knowledge of data and voice network concepts.