Job Title: Service Desk Analyst Location: NoidaExperience: L2: 3 – 5 Years / Lead: 5+ YearsEmployment Type: PermanentAbout the Company:Our client is a trusted global innovator of IT and business services, present in 50+ countries. They specialize in digital & IT modernization, consulting, managed services, and industry-specific solutions. With a commitment to long-term success, they empower clients and society to move confidently into the digital future.Job DescriptionMust Have SkillsIT Service Desk / Service Desk SupportServiceNow (ITSM)Windows Desktop SupportMicrosoft O365 (Outlook, Excel, PowerPoint, Teams, SharePoint, OneDrive)Incident Management (ITIL)Excellent English Communication (Written & Verbal)Customer Support / End User SupportTools & Technologies:ITSM: ServiceNowProductivity: Microsoft O365 (Outlook, Excel, PowerPoint, Teams, SharePoint, OneDrive)Operating System: Windows DesktopSecurity: Antivirus, DLP Agents, ProxyTelephony: Basic AvayaCloud: Basic AWS Cloud ConnectMinimum Qualifications:Bachelor’s degree or equivalent practical IT support experienceHands-on experience in IT Service Desk / Technical SupportStrong understanding of Incident Management & ITIL processesAbility to work in a 24x7 shift environmentRole-Wise Requirements:L2 – Senior Service Desk Analyst (3–5 Years)Excellent written and verbal communication in EnglishStrong technical troubleshooting skillsHigh logical thinking and analytical abilitiesAbility to manage and influence team members in a 24x7 environmentAct as SPOC for Service Desk and Remote Support Desk during shiftsPotential backup for Service Desk LeadVery good understanding of ITIL processesStrong hands-on experience with ServiceNowMinimum 2+ years in L2 Service Desk roleSkills validation applicable for new hires (quarterly assessment for 2 quarters)L3 / Lead – Service Desk Lead (5+ Years)Excellent communication and stakeholder management skillsStrong technical and domain expertise in Service Desk operationsProven people and team management experience across shifts and locationsAccountability for end-to-end customer experience in Service Desk domainBackup capability for other domain leadsExcellent understanding of ITIL processesAdvanced proficiency in Microsoft Excel & PowerPointOwnership of Service Desk support domain activitiesITIL 4 Certification mandatory within 6 months of onboardingStrong working knowledge of ServiceNowMinimum 4+ years of relevant experienceSkills validation applicable for new hires (quarterly assessment for 2 quarters)Responsibilities:Provide end-user support via calls, tickets, and remote toolsHandle incidents, service requests, and escalations as per ITIL guidelinesEnsure First Call Resolution (FCR) for eligible issuesAct as SPOC during assigned shifts (L2/L3)Manage team performance and service quality (L3/Lead)Maintain high customer satisfaction and SLA adherenceDocument incidents, resolutions, and knowledge articles in ServiceNowCoordinate with internal and external stakeholdersImportant Note (Please Read Before Applying)
Job Title
Service Desk Support