Service Desk Analyst

Service Desk Analyst – ADROIT PEOPLE LTD

We are looking for a Service Desk Analyst to provide first-line IT support within an 11x7 shift system.

As the first point of contact, you will handle incidents and requests, log them within the ITSM tool, and manage incidents using ITIL processes to minimize impact. You will support phone and chat modalities and collaborate with other teams for resolution.

• Work as part of the 11x7 shift system on the IT Service Desk
• Receive and handle requests for service following agreed procedures
• Provide 1st line support and troubleshoot IT‑related problems
• Allocate calls promptly and assign tickets appropriately
• Log incidents and service requests, maintaining relevant records
• Identify and classify incident types and service interruptions
• Catalog incidents by symptom and resolution
• Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
• Ensure SLAs are maintained
• Assign tickets out of scope to Service Desk/Other Teams
• Coordinate tickets that cross organizational boundaries to ensure customer satisfaction

• Strong organizational skills and ability to multi‑task and prioritize work
• Excellent communication skills to work with executive staff members both internally and externally
• Ability to deliver engaging, polished, and professional presentations to internal and external audiences
• Excellent written and verbal communication and presentation skills

• Must be a Graduate –
  
  B.Tech/B.E or any other technical degree preferred
• English Service Desk experience mandatory
• Preferred MCP/MSCE/MSCA certification

• Entry level

• Full‑time

• Information Technology

• IT System Training and Support