IT Service Desk Analyst

We are seeking an IT Service Desk Analyst to join our team in the Mumbai region. The ideal candidate will be responsible for providing first-line support to users, ensuring that service requests are processed efficiently and effectively. This role requires a proactive approach to communication, as you will act as the primary point of contact for users, keeping them informed about the status of their requests or incidents. Key responsibilities include processing service requests such as software installations, access requests, and password resets. You will utilize a ticketing system to track, update, and close service requests and incidents, ensuring accurate documentation of issues and resolutions. Additionally, you will provide users with knowledge articles or FAQs to help them resolve common issues independently. In cases of unresolved or complex issues, you will escalate these to higher-level support teams. You will also be responsible for generating reports on service desk performance, including incident volume, resolution times, and user satisfaction. Proficiency in Excel is required, as you will prepare reports using this tool along with PowerPoint. Fluency in Hindi is essential for effective communication with users. If you are looking to start your career in IT support and possess the necessary skills, we encourage you to apply.