Service Desk Analyst

World Wide Technology; India; On-site; INR 400,000 - 650,000; Full time

Benefits offered by this job

Health & wellbeing

Financial benefits

PTO & holidays

Tuition reimbursement

Parental leave

Job summary

World Wide Technology (WWT) in India is hiring for an entry to mid-level IT service desk professional to handle inbound incidents and service requests. You will document cases, assess priority, and coordinate with cross-functional teams to drive resolution.

The role requires strong communication, ticketing experience, and familiarity with ServiceNow. ITIL knowledge is a plus; shift work in a 24x7 operation is expected, with a focus on customer satisfaction and process improvement.

Qualifications

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities and perform in a fast-paced support environment.
• Experience with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make decisions under pressure.
• Demonstrated ability to work collaboratively across multiple teams.
• Experience managing customer communications and expectations during a support engagement.
• Understanding of service desk operations, incident management, and escalation processes.
• Minimum of 2–3 years of customer service or IT operations experience.
• ITIL Foundation certification is asset; ServiceNow experience is required.

Responsibilities

• Serve as the first contact for inbound incidents, service requests, and support inquiries via phone, email, and portals.
• Create, document, and maintain accurate support records for complete case visibility.
• Review incoming requests and determine priority, impact, urgency, and assignment path.
• Validate customer entitlements and service eligibility based on offerings.
• Perform initial triage and gather information to support resolution.
• Route incidents and requests to appropriate teams while capturing required data.
• Monitor and manage ticket queues to meet SLAs and response targets.
• Proactively manage aged or at‑risk tickets through follow‑ups and escalation.
• Provide timely customer updates and communicate next steps and resolution expectations.
• Participate in QA reviews and contribute to process improvements.

Skills

Customer service mindset

Verbal communication

Written communication

Prioritize in fast-paced env

Team collaboration

Problem solving

Analyze information

Organizational skills

Decision making under pressure

Attention to detail

Education

College education or IT service desk experience

ITIL Foundation asset

IT operations familiarity

Tools

ServiceNow

ITSM platforms

Job description

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in

core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work

for its commitment to innovation, trust and creating a great place to work for all. WWT provides

products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Responsibilities:

• 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, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
• Review incoming requests and determine the appropriate 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 the appropriate support teams 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.
• Provide timely customer 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.
• Identify recurring 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 request numbers and log 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.
• Assist with cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
• Resolve customer issues via telephone, email, chat, and web sessions, maintaining a working knowledge of data and voice network concepts.

Qualifications:

• 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 is required.
• 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.

Want to learn more about Infrastructure Services? Check us out on our platform: https://www.wwt.com/infrastructure-services

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has

one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, PF Plan with Company Matching, NPS (National Pension Scheme), Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement

Note: This is not an all-encompassing list and should not be used as a complete description of the

We strive to create an environment where all employees are empowered to succeed based on their

skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages

innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring

process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process