Analyst (Support & Operations)
India
Job Description
Analyst (Support & Operations)
Lucknow, Uttar Pradesh
Job Summary
The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint], [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident & Request Management
- Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
- Log, categorize, prioritize, and track tickets accurately.
- Perform first-level troubleshooting and attempt first-call resolution.
- Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
- Monitor ticket progress and provide regular updates to users.
- Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word], [Platform-B...ces SD_SOW | Word]
Technical Support
- Diagnose and resolve common IT issues related to:
- Windows Operating Systems
- Microsoft Office/O365
- Outlook & Teams
- VPN Connectivity
- Password Reset & Account Unlock
- Active Directory
- Printer and Peripheral Support
- Network and Internet Connectivity
- Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
- Deliver a high-quality customer experience through professional communication.
- Provide timely status updates and manage user expectations.
- Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Knowledge & Documentation
- Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
- Contribute to knowledge articles and process documentation.
- Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Access Management
- Support user account administration activities including:
- Password resets
- Account unlocks
- Access provisioning and de-provisioning
- Group membership and permissions management
- Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Required Skills
- Strong verbal and written communication skills.
- Excellent customer service orientation.
- Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
- Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
- Basic networking and troubleshooting knowledge.
- Problem-solving and analytical skills.
- Ability to work in a shift-based and fast-paced environment.
- Ability to manage multiple priorities simultaneously.
Key Responsibilities
The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint], [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident & Request Management
- Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
- Log, categorize, prioritize, and track tickets accurately.
- Perform first-level troubleshooting and attempt first-call resolution.
- Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
- Monitor ticket progress and provide regular updates to users.
- Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word], [Platform-B...ces SD_SOW | Word]
Technical Support
- Diagnose and resolve common IT issues related to:
- Windows Operating Systems
- Microsoft Office/O365
- Outlook & Teams
- VPN Connectivity
- Password Reset & Account Unlock
- Active Directory
- Printer and Peripheral Support
- Network and Internet Connectivity
- Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
- Deliver a high-quality customer experience through professional communication.
- Provide timely status updates and manage user expectations.
- Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Knowledge & Documentation
- Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
- Contribute to knowledge articles and process documentation.
- Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Access Management
- Support user account administration activities including:
- Password resets
- Account unlocks
- Access provisioning and de-provisioning
- Group membership and permissions management
- Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Required Skills
- Strong verbal and written communication skills.
- Excellent customer service orientation.
- Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
- Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
- Basic networking and troubleshooting knowledge.
- Problem-solving and analytical skills.
- Ability to work in a shift-based and fast-paced environment.
- Ability to manage multiple priorities simultaneously.
Skill Requirements
Other Requirements
Information at a Glance