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Job Details

Desktop Support

IT Service Desk Analyst-II  Pune,   Posted: 11/25/2020
Job Description

Job ID#:


Job Category:

Desktop Support

Position Type:

Full Time


Long Term

Positions Available:



  • Provide 1st and 2nd level support to our internal customers through the ticketing system based on defined ITIL processes.
  • Be logged in and available to answer calls through our global Service Desk call centre solution.
  • Actively participate in team meetings and suggest opportunities for continual improvement.
  • Support Service Desk KPI/TTI measures.
  • Support Service Desk related projects and CoE teams.
  • Be part of a rotered on call team during weekends, this should have you on-call once a month
  • Develop and maintain both technical and customer documentation for standards, processes and procedures.  

Job Requirements


  • Minimum of 2 years IT experience within a Service Desk function.
  • Strong customer service skills with a passion to exceed customer expectations.
  • Strong analytical and problem solving skills.
  • Knowledge of ITIL v3, ideally with an ITIL certification.
  • A rounded knowledge and broad experience with hardware and software, .
  • Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
  • Strong English written and verbal communication skills. 
  • Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.  
  • Ability to handle multiple projects and tasks, make decisions and solve problems. 
  • Proven ability to work under stressful conditions.
  • Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.
  • Experience of: Java Script; SQL; Powershell.
  • Experience with configuring and developing ITSM solutions. 

Work Hours:  24* 7 Shift


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