IT Service Desk || Technical Support
TP · Mumbai · onsite · Posted 64d ago
Undisclosed1–8 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
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 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: Bachelors 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 written English communication
Ability to articulate solutions clearly and professionally
Strong customer handling and empathy skills
Typing speed of 3545 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
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 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: Bachelors 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 written English communication
Ability to articulate solutions clearly and professionally
Strong customer handling and empathy skills
Typing speed of 3545 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
Sourced from naukri
Skills
International VoiceCustomer SupportTechnical SupportService DeskIT