Service Desk Analyst 1

Short Description: Looking for Business Service Desk Analyst

Location : Pune

Roles and Responsibilities:

• Provide L1.5 technical support to Customer employees, partners, and vendors
• Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
• Resolve 9095% of interactions within the team without escalation.
• Perform time-critical functions such as BCP activations and retail store support
• Provide comprehensive support across Corporate, Enterprise, and Government services.
• Handle diverse customer environments, applications, and support processes.
• Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.

Support a wide range of products including (At least one skill is desirable)
Skill / Competencies / Experience:

ESSENTIAL

• Customer-centric mindset with a proactive approach to problem-solving.
• Ability to work independently and collaboratively in a 24/7 environment.
• High attention to detail and commitment to service excellence.

PREFERRED

• 2 to 3 years in a technical service desk or 1 or 2 years in a NOC role
• Good to have Certifications in networking (e.g., CCNA,SDWAN), Microsoft, or ITIL are advantageous.
• Experience supporting enterprise environments and working with ticketing systems.
• Strong documentation and communication skills.
• Operate at a Level 2 support capability
• Strong troubleshooting skills across Telco and IT domains.
• Ability to engage in technical conversations with enterprise-level customers.
• Experience working with vendors for advanced issue resolution.
• Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions
• Excellent communication skills, and the ability to work independently in a fast-paced, customer-focused environment.
• Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet), Voice, Mobile.
  Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.
• ITSM tool- ServiceNow

CALL : HR SADIYA ( [phone removed])

EMAIL : [email removed]

CALL : HR JANNAT ([phone removed])

EMAIL : [email removed]