Job Summary

Role Summary\r\nThe Service Desk Analyst will provide Level 1 IT support to Fiserv end users in a large, global enterprise environment. The role acts as the first point of contact for IT incidents and service requests, delivering support through voice and digital channels while ensuring high customer satisfaction and SLA compliance.\r\nKey Responsibilities\r\nProvide first-level support via Phone, Chat, Email, and Self‑Service channels\r\nLog, categorize, prioritize, and resolve incidents and service requests in an ITSM tool\r\nPerform initial troubleshooting for Windows/macOS endpoints, applications, and peripherals\r\nSupport password resets, account unlocks, basic Active Directory tasks\r\nAssist users with VDI access and basic VDI troubleshooting (W365 / VMware / AWS)\r\nHandle IMACD requests (Install, Move, Add, Change, Decommission)\r\nEscalate unresolved issues to L2/L3 teams with complete documentation\r\nCommunicate clearly with users and provide timely status updates\r\nFollow ITIL processes, security standards, and compliance guidelines\r\nSkills & Experience\r\nTechnical Skills\r\nWindows 10/11, macOS\r\nMS Office / O365\r\nBasic Active Directory knowledge\r\nITSM tools (ServiceNow preferred)\r\nEndpoint hardware & peripheral support\r\nBasic networking and VPN troubleshooting\r\nProfessional Skills\r\nStrong communication and customer service skills\r\nAbility to work in a fast‑paced, high‑volume support environment\r\nWillingness to work in rotational shifts / 24x7 support model\r\nExperience & Education\r\n1–4 years of experience in an IT Service Desk or End‑User Support role\r\nBachelor’s degree or equivalent experience

Key Responsibilities

Provide first-level support via Phone, Chat, Email, and Self‑Service channels\r\nLog, categorize, prioritize, and resolve incidents and service requests in an ITSM tool\r\nPerform initial troubleshooting for Windows/macOS endpoints, applications, and peripherals\r\nSupport password resets, account unlocks, basic Active Directory tasks\r\nAssist users with VDI access and basic VDI troubleshooting (W365 / VMware / AWS)\r\nHandle IMACD requests (Install, Move, Add, Change, Decommission)\r\nEscalate unresolved issues to L2/L3 teams with complete documentation\r\nCommunicate clearly with users and provide timely status updates\r\nFollow ITIL processes, security standards, and compliance guidelines

Skill Requirements

Windows 10/11, macOS\r\nMS Office / O365\r\nBasic Active Directory knowledge\r\nITSM tools (ServiceNow preferred)\r\nEndpoint hardware & peripheral support\r\nBasic networking and VPN troubleshooting

Other Requirements

Strong communication and customer service skills\r\nAbility to work in a fast‑paced, high‑volume support environment\r\nWillingness to work in rotational shifts / 24x7 support model