Service Desk Analyst

CS is Hiring for Service Desk Analyst

Experience Range: - 2 To 4yrs

Job Location : Noida

Note-Virtual Interview on 18th Sep 2026

Job Description-

• Provide Level 1 support for all in scope of service via Phone/Chat/Email.
• Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
• Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
• Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
• Develop, establish and maintain call prioritization guidelines and escalation procedures.
• Provide a system's status recording with status information such as known Major Incidents and estimated recovery time.
• ServiceNow Queue Management - Incident, Service Request, Problem & Change.

Minimum Qualification: 15 years of full-time education