Service Desk Analyst

Interview Process

The selection process consists of 3 rounds:

1. iMocha English Assessment
2. Face-to-Face Technical/Operational Interview
3. Face-to-Face Final Interview

Why Join Endava?

Full-time permanent role on Endava payroll
Fixed salary with employee benefits
Opportunity to work with global clients and modern technologies
Excellent learning and career growth opportunities
Collaborative and employee-friendly work culture
Rotational shifts as per business requirements
Stable, long-term career opportunity

Job Description

IT Service Desk Professional Voice Support

Position Summary

The IT Service Desk Professional provides first-level technical support to client colleagues, business partners, and authorized users through voice calls.

The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice support environment.

Key Responsibilities

• Provide technical support through inbound voice calls.
• Understand, troubleshoot, and resolve user issues.
• Achieve first-call resolution wherever possible.
• Support desktop applications, hardware, access management, connectivity, and workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Communicate solutions clearly and provide timely updates.
• Document incidents, troubleshooting steps, and resolutions accurately.
• Escalate unresolved issues to the appropriate support teams.
• Follow security, privacy, and data-handling policies.
• Meet service quality, productivity, and customer satisfaction targets.
• Participate in rotational shifts, including weekends when required.

Required Qualifications

• Diploma, Degree, or equivalent experience in IT or a related field.
• Experience in IT Service Desk, Help Desk, Technical Support, or Contact Center environments.
• Experience handling voice-based technical support.
• Basic understanding of operating systems, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal communication and customer-service skills.
• Ability to explain technical concepts to non-technical users.
• Experience using ticketing or service-management systems.
• Flexibility to work rotational shifts.

Preferred Qualifications

• Experience supporting healthcare, insurance, or other regulated industries.
• Experience with ServiceNow or similar ticketing tools.
• Knowledge of Microsoft 365, Active Directory, and remote-support tools.
• Exposure to Amazon Connect or other contact-center platforms.

Additional Information

• Full-time permanent opportunity.
• Candidates should be comfortable working in a voice-support environment.
• Background verification and client compliance checks will be applicable.Role & responsibilities

Preferred candidate profile

Perks and benefits