Service Desk Analyst

NewVision Software; Pune District; Hybrid; INR 300,000 - 500,000; Full time

Job summary

New Vision Softcom & Consultancy Pvt. Ltd is seeking a proactive Service Desk Analyst with 1–4 years of IT support experience. You will provide first-level technical assistance to end users, handle Jira-based incident management, and resolve issues related to Windows, Office, VPN, and network connectivity.

The role requires customer-focused service, strong troubleshooting, and the ability to work in a hybrid model from the Pune office. Prior ITSM exposure and Jira proficiency are highly valued.

Qualifications

• 1–4 years of experience in IT support or service desk roles.
• Hands-on experience with ticketing tools such as Jira and ITSM concepts.
• Basic knowledge of Windows OS, Office applications, VPN, and networking.

Responsibilities

• Provide Level 1 technical support for end-user hardware, software, and connectivity.
• Log, track, and manage incidents using Jira or similar tools.
• Troubleshoot Windows OS, Office, email, VPN, and basic network issues.
• Ensure incident resolution within SLAs and escalate to L2/L3 when needed.
• Document resolutions and support processes; provide remote assistance.

Skills

Communication

Ethics

System Administration

Exchange - L1 Incident Management

JIRA

Education

Graduation/Equivalent

Tools

JIRA

Job description

Company Name New Vision Softcom & Consultancy Pvt. Ltd

Function Business Units (BU)

Department/Practice IT-IS

Organization Unit ITIS - Managed Services

Region APAC

Country India

Base office location Pune

Working model Hybrid

Weekly Off Pune office Standard

State Maharashtra

Skills

Skill

Communication Ethics System Administration Exchange - L1 Incident Management JIRA

Graduation/Equivalent Course

CERTIFICATION

Working Language

Job Description

Role Overview

We are looking for a proactive Service Desk Analyst with 1–4 years of experience in IT support to provide first-level technical assistance to end users. The ideal candidate should have hands‑on experience with ticketing tools such as Jira, strong troubleshooting skills, and a customer‑focused approach to resolving IT issues.

Key Responsibilities

Provide Level 1 technical support for end‑user issues related to hardware, software, and network connectivity.

Log, track, and manage incidents and service requests using Jira or similar ticketing tools.

Troubleshoot issues related to Windows OS, Microsoft Office, email, VPN, and basic network connectivity.

Ensure timely resolution of incidents according to defined SLAs.

Escalate complex technical issues to L2/L3 support teams when required.

Maintain accurate documentation of issues, resolutions, and support processes.

Provide remote support to users through remote desktop tools.

Assist in onboarding/offboarding activities including user account setup and access provisioning.

Collaborate with internal IT teams to improve service desk operations.

Required Skills

1–3 years of experience in IT Service Desk / Helpdesk / Technical Support.

Hands‑on experience with Jira or other ticketing tools.

Basic knowledge of Windows OS, Active Directory, networking concepts, and Microsoft Office applications.

Understanding of incident management and service request processes.

Strong communication and customer service skills.

Ability to work in shift‑based environments if required.

Preferred Qualifications

Certification or familiarity with ITIL concepts.

Experience with remote support tools and enterprise IT environments.

Bachelor’s degree in Computer Science, IT, or related field.