Service Desk Analyst / IT Support Analyst

Xceedance; Kolkata District; Hybrid; INR 500,000 - 700,000; Full time

Job summary

Xceedance in Kolkata is seeking a proactive Service Desk Analyst to provide first-line IT support for incidents and service requests. You will log, diagnose, and resolve issues, manage ticket queues, and keep users informed through the incident lifecycle while ensuring timely resolution and high customer satisfaction.

The ideal candidate has 3-6 years in IT service desk or technical support, hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy or

Qualifications

• 3–6 years of experience in IT Service Desk, Technical Support, or IT Operations.
• Hands-on experience with ITSM/Ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, Freshservice, or similar.
• Strong understanding of Incident Management, Request Fulfillment, and Escalation Management processes.
• Experience in troubleshooting application, system, and user-access-related issues.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Exceptional organizational and time management abilities.
• High attention to detail and commitment to service quality.
• Ability to work effectively in a team-oriented and fast-paced environment.

Responsibilities

• Receive, log, categorize, prioritize, and track incidents and service requests.
• Diagnose and troubleshoot technical issues, providing timely resolution within agreed SLAs.
• Identify incident types and service interruptions and document resolutions accurately.
• Monitor incidents from initiation through closure, ensuring users are regularly updated.
• Escalate unresolved or complex issues to higher support teams when required.
• Manage ticket queues and ensure prompt allocation of unresolved tickets.
• Act as the first point of contact for end-user support.
• Advise users on appropriate solutions, workarounds, and next steps.
• Respond to service requests by providing guidance and information to facilitate resolution.
• Maintain excellent customer service standards and user communication throughout the support lifecycle.
• Support root cause analysis and problem identification activities.
• Assist in identifying recurring issues and recommend process improvements.
• Record and track reliability and performance data.
• Contribute to knowledge base articles and support documentation.
• Maintain accurate records of incidents, requests, resolutions, and actions taken.
• Ensure compliance with ITIL-based service management processes.
• Follow established procedures for ticket handling, escalation, and closure.
• Prepare reports and provide updates on service performance metrics.
• Coordinate with internal support teams, business stakeholders, and external vendors.
• Track vendor-owned issues through resolution.
• Support cross-functional teams in resolving technology and business-related incidents.

Skills

Incident management

Request fulfillment

Escalation management

Troubleshooting

Analytical skills

Communication skills

Time management

Education

ITIL Foundation Certification

Tools

ServiceNow

Jira Service Management

BMC Remedy

Freshservice

Job description

Job Title: Service Desk Analyst / IT Support Analyst

Experience: 2-6 Years

Location: Kolkata

Employment Type: Full-Time

Job Summary

We are seeking a proactive and customer-focused Service Desk Analyst to provide first-line support for IT incidents and service requests. The ideal candidate will have experience in incident management, ticketing tools, troubleshooting, user support, and stakeholder communication. This role involves managing incidents through their complete lifecycle, ensuring timely resolution, and maintaining high levels of customer satisfaction.

Key Responsibilities

Incident & Request Management

• Receive, log, categorize, prioritize, and track incidents and service requests.
• Diagnose and troubleshoot technical issues, providing timely resolution within agreed SLAs.
• Identify incident types and service interruptions and document resolutions accurately.
• Monitor incidents from initiation through closure, ensuring users are regularly updated.
• Escalate unresolved or complex issues to higher support teams when required.
• Manage ticket queues and ensure prompt allocation of unresolved tickets.

User Support

• Act as the first point of contact for end-user support.
• Advise users on appropriate solutions, workarounds, and next steps.
• Respond to service requests by providing guidance and information to facilitate resolution.
• Maintain excellent customer service standards and user communication throughout the support lifecycle.

Problem Management

• Support root cause analysis and problem identification activities.
• Assist in identifying recurring issues and recommend process improvements.
• Record and track reliability and performance data.
• Contribute to knowledge base articles and support documentation.

Process & Documentation

• Maintain accurate records of incidents, requests, resolutions, and actions taken.
• Ensure compliance with ITIL-based service management processes.
• Follow established procedures for ticket handling, escalation, and closure.
• Prepare reports and provide updates on service performance metrics.

Vendor & Stakeholder Management

• Coordinate with internal support teams, business stakeholders, and external vendors.
• Track vendor-owned issues through resolution.
• Support cross-functional teams in resolving technology and business-related incidents.

Required Skills & Experience

• 3-6 years of experience in IT Service Desk, Technical Support, or IT Operations.
• Hands-on experience with ITSM/Ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, Freshservice, or similar.
• Strong understanding of Incident Management, Request Fulfillment, and Escalation Management processes.
• Experience in troubleshooting application, system, and user-access-related issues.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Exceptional organizational and time management abilities.
• High attention to detail and commitment to service quality.
• Ability to work effectively in a team-oriented and fast-paced environment.

Preferred Skills

• ITIL Foundation Certification.
• Experience managing vendor relationships and support escalations.
• Knowledge of Active Directory, Office 365, Windows Environment, VPN, and user access management.
• Exposure to SLA monitoring and service reporting.
• Experience working with global teams and supporting multiple time zones