Junior Service Desk Analyst (Apprenticeship)

We are seeking a dedicated and customer-focused Junior Service Desk Analyst to join our team in Bengaluru, India. As a crucial member of our IT support team, you will be the first point of contact for our clients and internal employees, providing expert assistance and ensuring smooth operations across our organization.

• Serve as the primary contact for IT-related issues, inquiries, and service requests via various channels including phone, email, and instant messaging
• Log, classify, and prioritize incidents and requests using ITSM tools and following established procedures - Freshservice (freshworks)
• Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams
• Provide clear, professional guidance to customers on appropriate courses of action and expected timelines
• Collaborate with internal and external departments to deliver high-quality service and maintain user satisfaction
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements
• Working in Shifts (rotational with night shift allowance)
• Intermediate English language skills (both written and verbal)
• Good communication, documentation, and collaboration skills
• Self-driven with the ability to take ownership and follow through
• Willingness to work in a 24/7 support environment
• Willingness to work in on call support model

Candidates should meet

• Strong analytical thinking and problem-solving skills
• Good communication and documentation abilities
• Ability to collaborate effectively with cross-functional teams

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.