Service Desk Analyst

About the role

Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues.

Responsibilities

• Diagnose and resolve incidents within agreed SLA timelines and ticket volumes.
• Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT).
• Adhere to quality standards including voice and accent clarity, and technical monitoring protocols.
• Maintain high login efficiency and availability to support customer needs.
• Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures.

Eligibility

• 1-5 years of experience in a technical support or service desk environment.
• Fluency in English (spoken and written) is mandatory.
• Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools.

Skills

• ServiceNow
• Windows OS
• International Voice Support

Benefits

• Opportunity to work with a global technology leader.
• Chance to provide world-class remote support to a global clientele.