Service Desk Analyst
Hybrid · Hyderabad, Telangana, India
Job Summary
Provide Tier II technical support for end users, diagnosing and resolving complex hardware, software, and network issues remotely. Leverage remote tools to troubleshoot problems, escalate to higher-level teams when needed, and maintain detailed records following ITIL practices. Contribute to knowledge base articles, assist Tier 1 colleagues, mentor junior staff, and support 24/7 coverage for global users. Communicate effectively with both technical and non-technical users, collaborate with multiple IT departments, and apply first-call resolution using self-service resources. Strong English communication, customer service, and problem-solving skills are essential, as is experience with Windows OS, AD, G Suite, MS Office, and ticketing systems.
Required Qualifications
- Bachelor’s Degree in IT or related field
- 1-3 years of experience in IT operations or technical service desk with global customer-facing experience
- Experience with ticketing systems like Jira, ServiceNow or Remedy is desirable
- Excellent written and verbal English communication
- Strong analytical and troubleshooting skills
- Knowledge of Windows OS, Active Directory, G Suite, MS Office User Administration
- Understanding of incidents, service requests, and major incidents
- Ability to work independently in a fast-paced environment
- Multilingual a bonus but not compulsory
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.