Service Desk Analyst 1

NTT DATA BUSINESS SOLUTIONS; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Hyderabad is seeking a Service Desk Analyst to handle L1 IT support and incident management. You will respond to issues via ServiceNow, email, chat and remote access, document each step and work to close tickets within SLA.

The role requires 2–6 years of experience, strong communication skills, and a willingness to work across rotational shifts in a fast-paced environment. Join a global SAP-focused services team and contribute to customer satisfaction.

Qualifications

• 2–6 years of experience in service desk or IT support roles.
• Experience handling L1 issues via ServiceNow, email, chat and remote access.
• Ability to capture incidents with clear priority, categorization and documentation.
• Strong communication, analytical and problem-solving skills.
• Willingness to work in rotational 24x7 shifts and handle customer interactions.

Responsibilities

• Respond to L1 troubleshooting and incident reports from customers.
• Log and route incidents in ServiceNow to the appropriate group.
• Provide timely resolutions or work with escalation teams as needed.
• Document all actions, maintain proper ticket lifecycles and CSAT focus.
• Monitor incidents to ensure SLA adherence and communicate with customers.
• Maintain clear written and verbal communication with customers and leadership.

Skills

L1 Troubleshooting

ServiceNow

Communication

Incident management

Remote support

Documentation

Customer care

Team player

Analytical skills

Problem solving

Executive interaction

Tools

ServiceNow

Job description

We want to shape the future with vision and innovation. Be part of it and develop your full potential!

As part of the global NTT DATA Group, one of the most successful IT service providers in the world, we specialize in value-added SAP solutions as NTT DATA Business Solutions. With over 16,000 employees in more than 30 countries, we design, implement, and develop custom-fit SAP solutions for our global customers.

Would you like to take the next step in your career and be part of our highly qualified team?

Job Title: Service Desk Analyst

Experience: 2 to 6 Years

Job Location: Hyderabad

Shift : Rotational Shifts (24x7 Support)

Timings : [7:00 AM 4:00 PM, 9:00 AM to 6:00 PM, 12 PM to 9:00 PM , 2:00 PM -11:00 PM, 10:00 PM-7:00 AM (Night)]
Every month shift timing will change

Job Description

• Experience- 2 to 6 years of experience.
• To respond to L1 Troubleshooting issues
• To respond to the incidents / issues reported by Customer predominantly through Service Now, Email, Chat & Remote support.
• To identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
• To capture all incidents in Service Now tool and assign the tickets to relevant assignment group as per process and ensures proper documentation.
• Provide resolution to customers based on processes defined.
• Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defined in process with customer to ensure timely closure.
• Upgrade his technical and soft skills to achieve the quality scores with CSAT scores, resolution on call and customer service scores.
• Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
• Performs incident notification and escalation to ensure problems/requests/incidents are communicated effectively and receiving proper management attention.
• Flexible to work - 24/7 support
• Excellent communication skills.
• Fundamental Technical know-how on system trouble shooting.
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills and can communicate clearly and concisely
• Strong executive presence and ability to interact with Customer Top Management
• Proven ability to transfer knowledge and stay aware of current trends and technical advancements
• Need to be a team player
• You understand that an employer brand is more than a logo, and know how to communicate the value prop of working at our company both authentically and transparently.