IT- Service Desk || Gurugram

Job Description: IT Service Desk International

Job Title: IT Service Desk Analyst

Department: IT Operations / Service Management

Location: Gurgaon (Haryana)

Work Mode: [On-site]

Shift: Rotational (24/7 Support) – as per business requirement

Role Summary

The IT Service Desk Analyst is responsible for providing firstlevel technical support to end users through realtime chat. This role ensures timely resolution, excellent customer experience, and adherence to ITIL-based incident management processes.

Key Responsibilities

• 1st level support via Chat and Calls for hardware, software, network & account-related issues
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Troubleshoot common issues related to Windows OS, apps & devices
• Escalate unresolved issues to L2/L3 teams following standard procedures.
• Deliver high-quality, customer-centric support with adherence to SLA and metrics.
• Provide step-by-step guidance and knowledge-based solutions to users.
• Accurate documentation of incidents, troubleshooting steps, and resolutions.
• Contribute to continuous improvement through feedback and knowledge articles.
• Adhere to all internal Key performance indicators & productivity.

Mandatory Requirements

Total Experience: Minimum 2 years of overall experience in IT / Support area.

Relevant Experience: Minimum 1 year of experience in IT Service Desk Chat process.

Educational Qualification: Bachelor’s Degree (CSE, IT & ECE preferred)

Certifications (good to have): ITIL Foundation, CCNA, Microsoft certifications

Skills & Competencies

Technical Skills

• Strong analytical and problemsolving ability
• Ability to multitask and handle multiple chat conversations simultaneously

Relevant ITSD Skills

• Operating system: Windows 10/11 & Basic Mac OS (added advantage) • Application & software: MS Office applications, Browser, voice tools etc.
• Network: Connectivity, VPN, LAN/WAN etc.
• Hardware: Laptop, Desktop, Router, Peripherals & Mobile Phone • Hands on experience in tools: Service now, Active Directory & O365.

Communication Skills

• Excellent Verbal and written English communication
• Ability to articulate solutions clearly and professionally
• Strong customer handling and empathy skills
• Typing speed of 35–45 WPM with high accuracy (preferred)

Soft Skills

• Customer-first mindset
• Ability to work under pressure
• Positive attitude and willingness to learn
• Team player with adaptability in dynamic environments