BPO - Service Desk Analyst (Hybrid Setup)

About the Role

We are looking for a Service Desk Analyst to provide frontline technical support and ensure a positive end-user experience. This role is well-suited for individuals who are detail-oriented, customer-focused, and eager to build a career in IT service delivery.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems

• Log, categorize, prioritize, and resolve incidents and service requests within SLA

• Troubleshoot basic hardware, software, application, and connectivity issues

• Perform user account administration tasks such as password resets and access requests

• Escalate unresolved or complex issues to the appropriate support teams

• Maintain accurate and timely documentation in the ticketing system

• Follow IT service management processes and internal SOPs

• Deliver professional, courteous, and customer-focused support

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent experience

• Entry-level to 2 years of experience in IT support or service desk roles

• Strong communication and customer service skills

• Basic knowledge of Windows/Mac OS and productivity tools

• Willingness to work in shifting schedules

• Preferred Skills

• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)

• Basic understanding of ITIL concepts

• Strong problem-solving and time management skills

• IT-related certifications are an advantage