[Z6CUQCO8] Service Desk Analyst

ZettaMine Labs Pvt. Ltd.; Bangalore Rural; On-site; INR 400,000 - 700,000; Full time

Job summary

ZettaMine Labs Pvt. Ltd. in Bangalore is seeking a skilled Service Desk Analyst to serve as the frontline for IT incidents, service requests, and user inquiries.

You will log, categorize, prioritize, and assign tickets in the ITSM platform, verify user identity, and strive for first-contact resolution while providing timely status updates. The role requires 3+ years of experience and language proficiency in Italian or Spanish or German (all mandatory).

Qualifications

• Knowledge on ITSM processes
• Preferred experience on Fresh Service
• Knowledge on key metrics such as First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Quality, and Documentation Accuracy

Responsibilities

• Serve as the primary point of contact for IT incidents, service requests, and user inquiries
• Log, categorize, prioritize, and assign tickets in the ITSM platform
• Perform user identity verification and ensure accurate ticket documentation
• Deliver first-contact resolution wherever possible
• Provide timely status updates throughout the ticket lifecycle
• Monitor ticket queues and ensure SLA compliance
• Perform initial troubleshooting and root cause identification
• Gather logs, screenshots, error messages, and relevant diagnostic information
• Resolve known errors using Knowledge Base articles and documented procedures

Skills

Multilingual (Italian/Spanish/German)

ITSM knowledge

First-contact resolution

Tools

Fresh Service

Job description

Role: Service Desk Analyst (Italian or Spanish or German Languages are mandatory)

Experience: 3+ Years

Notice Period: Immediate Joiners

Hiring for one of the Big 4's Clients

Overview

We are seeking highly skilled Service Desk Analysts to join our team in Bangalore. As a Service Desk Analyst, you will be the primary point of contact for IT incidents, service requests, and user inquiries. You will be responsible for logging, categorizing, prioritizing, and assigning tickets in the ITSM platform, as well as performing user identity verification and ensuring accurate ticket documentation. You will also be expected to deliver first-contact resolution wherever possible, provide timely status updates, and monitor ticket queues to ensure SLA compliance.

Responsibilities

• Serve as the primary point of contact for IT incidents, service requests, and user inquiries


• Log, categorize, prioritize, and assign tickets in the ITSM platform


• Perform user identity verification and ensure accurate ticket documentation


• Deliver first-contact resolution wherever possible


• Provide timely status updates throughout the ticket lifecycle


• Monitor ticket queues and ensure SLA compliance


• Perform initial troubleshooting and root cause identification


• Gather logs, screenshots, error messages, and relevant diagnostic information


• Resolve known errors using Knowledge Base articles and documented procedures

Requirements

• Knowledge on ITSM processes


• Preferred experience on Fresh Service


• Knowledge on key metrics such as First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Quality, and Documentation Accuracy