IT Service Desk Analyst_PAN India (26-05729) -

Urgent Opening for IT Service Desk Analyst

Job Requirements

• Enterprise 24x7x365 Service Desk experience
• ServiceNow incident, request, queue, and SLA management
• Omnichannel support and remote troubleshooting experience
• ITIL incident, request, major incident, knowledge, and escalation knowledge
• Strong customer service, documentation, and security discipline.

Key Responsibilities

• Provide 24x7x365 omnichannel employee IT support.
• Log, categorize, prioritize, resolve, and close ServiceNow tickets.
• Perform first-line diagnosis using knowledge, scripts, and remote tools.
• Manage queues, aging, pending tickets, SLA risks, routing, and backlog.
• Participate in P1/Major Incident bridges and coordinate resolver groups.
• Perform approved shift-left fulfilment activities.
• Maintain knowledge articles and improve self-service capabilities.
• Perform ticket-quality reviews and coordinate deskside/field support.
• Produce operational, quality, trend, SLA, backlog, and CSAT reports.
• Identify automation, knowledge reuse, and contact-avoidance opportunities.