Service Desk Analyst
Remote · Hyderabad, Telangana, India
Job Summary
Service Desk Analyst responsible for delivering advanced technical support to end users at IntouchCX. Provide Tier II incident resolution for hardware, software, and network issues, diagnose and resolve complex problems, and use remote tools to troubleshoot across 24/7 coverage for both office and remote users (WFH). Collaborate with Tier 1, escalate when needed, document escalated issues following ITIL practices, contribute to knowledge base, and mentor Tier 1 staff. Requires strong English communication, experience with Windows OS, AD, G Suite, MS Office, and familiarity with ticketing systems (Jira, ServiceNow, Remedy). Must be a full-time technical graduate with 1–3 years of global customer-facing IT operations experience and ability to work independently in a fast-paced environment.
Required Qualifications
- Must be a full time Technical Graduate
- 1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience
- Must have good logical probing, understanding and troubleshooting skills
- Good to have experience in ticketing system tools like Jira, Service Now or Remedy
- Must have exceptional English written and verbal communication skills
- Technical awareness with ability to match resources to technical issues appropriately
- Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
- Understanding of incidents, service requests and major incidents is required
- Self-motivated and able to work in a fast paced environment with ability to think and act independently
- Strong analytical skills
- Excellent customer service skills, should know how to de-escalate issues
- Strong relationship-building skills, can network and work well with remote stakeholders
- Excellent collaboration skills
- Understanding of process management
- Typing speed of a minimum 25-30 words per minute
- Multilingual will be a bonus but not compulsory
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