Service Desk Analyst

IN13 Techwave Consulting India Private Ltd.; India; On-site; INR 500,000 - 700,000; Full time

Job summary

IN13 Techwave Consulting India Private Ltd. is seeking a Senior Service Desk Analyst based in Hyderabad. This role involves providing Tier 1 technical support across a 24/7 service desk while mentoring junior staff and ensuring adherence to service level agreements.

The ideal candidate will have 3–5 years of service desk experience, strong knowledge of ServiceNow and ITIL processes, and excellent communication skills. Join us in a fast-paced environment where customer satisfaction and operational excellence are paramount.

Qualifications

• Proven experience in a Service Desk role with 3–5 years.
• Hands-on experience using ServiceNow ITSM.
• Very good English communication skills (spoken and written).

Responsibilities

• Provide Tier1 technical support for users across a 24/7 service desk.
• Mentor junior Service Desk Analysts.
• Diagnose and resolve hardware, software, and application issues.

Skills

Service Desk experience

ServiceNow ITSM

ITIL processes

Windows OS support

MacOS support

Excellent communication skills

Customer service orientation

Problem-solving skills

Education

ITIL Foundation certification

Tools

ServiceNow

Microsoft365

Active Directory

Jira Service Management

Job description

About Techwave

Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. Founded in 2004 and headquartered in Houston, TX, Techwave leverages expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.

Job Title: Senior Service Desk Analyst

Experience: 2-5 years

Location: Hyderabad

Job Summary

The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. The role operates in a metric‑driven environment where performance is measured against defined KPIs such as SLA compliance, first‑contact resolution, ticket quality, and user satisfaction scores. The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high‑quality documentation.

Responsibilities

• Provide Tier1 technical support for end users across a 24/7/365 service desk operation.
• Work morning, evening and weekend shifts based on work schedules.
• Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and adherence to industry best practices.
• Diagnose, troubleshoot and resolve hardware, software and application issues on both ApplemacOS and MicrosoftWindows platforms.
• Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs.
• Create, review, and maintain Knowledge Base articles to improve first contact resolution and self‑service capabilities.
• Support VPN connectivity and remote access solutions.
• Use remote support tools to resolve end‑user issues.
• Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices.
• Deliver a high level of customer service while identifying opportunities for process improvement and service optimization.
• Collaborate with other members of the Tech team to resolve complex issues in a timely fashion.
• Adapt quickly to new technologies (e.g., AI, automation tools) and processes in an expanding organization.

Qualifications / Skills

• Proven experience in a Service Desk, Desktop / End User Support role with at least 3–5 years.
• Hands‑on experience using ServiceNow ITSM.
• Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).
• Ability to work flexible shifts, including early mornings and late evenings, to support global users.
• Demonstrated ability to work effectively in a fast‑paced, high‑pressure environment.
• Excellent written and verbal communication skills.
• ITIL Foundation certification.
• Experience supporting users in a corporate IT environment.
• Ability to work independently as well in a geographically dispersed team.
• Hands‑on experience with Windows OS and ApplemacOS, Microsoft365 applications, Active Directory (basic user administration), ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management, or similar), AppleiOS and Android device troubleshooting, networking concepts (VPN, DNS, LAN/WAN), endpoint security fundamentals.
• Very good English communication skills (spoken and written).
• Strong customer service orientation and problem‑solving skills.
• Ability to work under pressure and manage multiple tasks.
• Willingness to learn and develop in a fast‑paced IT environment.
• Work well with a geographically‑dispersed team.
• Experience in a shift‑based or global support environment.
• Multilingual skills preferred but not required (e.g., Spanish, French, English, or other European languages).