Junior Service Desk Analyst

We are seeking a dedicated and customer-focused Junior Service Desk Analyst to join our team in Bengaluru India. As a crucial member of our IT support team you will be the first point of contact for our clients and internal employees providing expert assistance and ensuring smooth operations across our organization.

• Serve as the primary contact for IT-related issues inquiries and service requests via various channels including phone email and instant messaging
• Log classify and prioritize incidents and requests using ITSM tools and following established procedures - Freshservice (freshworks)
• Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams
• Provide clear professional guidance to customers on appropriate courses of action and expected timelines
• Collaborate with internal and external departments to deliver high-quality service and maintain user satisfaction
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements
• Working in Shifts (rotational with night shift allowance)

Qualifications :

• 1-3 years of experience in managing L1 Call taking role
• Intermidiate English language skills (both written and verbal)
• Strong problem-solving and analytical abilities to diagnose and resolve IT issues efficiently
• Customer-focused mindset 
• Proficiency in using ITSM tools and ticketing systems
• Hardware software and application troubleshooting experience. 
• Ability to work in a fast-paced environment manage multiple priorities and meet tight deadlines
• Team player with a collaborative approach to problem-solving

Additional Information :

Candidates should meet work from home criteria. 

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

No

Employment Type :

Full-time