Website:
wgs2d.com
Job details:
WGS2D – Service Desk Analyst (L1 Incident Management)
Location: Hyderabad | Start Date: May 18, 2026 | Work timings: 330pm – 1230am IST Work from Office.
About WGS2D
WGS2D is a boutique consulting firm built by experienced leaders from top-tier firms. We’re known for moving fast, delivering real outcomes, and putting the client first, always. What sets us apart is how we execute. We don’t just advise; we own results. Our Say/Do ratio is 100% - if we say it, we do it. We specialize in high-impact, customized solutions that drive growth, improve efficiency, and elevate the client experience. We lead with integrity, act with courage, and bring a mindset of partnership to every engagement.
Our Pillars - What we stand on and these guide every decision and define what we deliver:
Say/Do Ratio: 100%- Outcome Driven | Transparency | Client-First Execution | Custom Solutions | Speed & Agility | Innovation That Solves Problems | People with Purpose
Role Overview
We’re looking for a sharp, process-oriented Service Desk Analyst with 3–4 years of experience to manage the front-line incident lifecycle for our high-tech application portfolio. You are the "face" of the service, responsible for ensuring that user issues are captured, triaged, and resolved with extreme efficiency.
- SLA Guardian: You are the first line of defence in meeting our 15-minute response time targets for P1 and P2 incidents.
- The Filter: Your goal is to maximize First Call Resolution (FCR), solving user queries using established Runbooks to ensure our engineering pods can remain focused on complex fixes.
- Process Expert: You will master the "Incident to Resolution" flow, ensuring that no ticket is left unassigned or incorrectly categorized or ageing beyond target timeframe.
- Calm Under Pressure: You provide a professional and reassuring presence for users during critical system outages or high-pressure events.
Key Responsibilities:
Incident Management & Triage:
- Monitor incoming ticket queues and perform immediate triage based on business impact and urgency.
- Assign P1–P4 priority levels accurately to ensure alignment with contractual SLA obligations.
- Directly resolve common user issues (access requests, password resets, etc) using the KB & KEDB.
- Escalate unresolved issues to the appropriate Engineering Pod with detailed reproduction steps and logs.
SLA Compliance & Reporting:
- Track and report on daily ticket volumes, ensuring that no "Aged P3" tickets exceed the 10% backlog health threshold.
- Notify the Service Delivery Lead immediately if a P1/P2 incident risks breaching its resolution window.
- Maintain and update the Known Error Database (KEDB) and Service Desk Runbooks to improve future FCR rates.
Quality & Communication:
- Provide high-quality, professional written and verbal updates to users and stakeholders.
- Ensure all ticket logs are comprehensive, documenting every action taken from "Open" to "Resolved."
- Participate in the Daily Stand-up to highlight recurring user pain points that may require a "Maintenance User Story" from the dev team.
Required Qualifications & Experience (startup / cloud-first environments is a plus):
· Bachelor’s degree in IT, Computer Science, or a related field.
· 4-5 years of experience in a Service Desk or Incident Management role within a global delivery model.
· Strong hands-on experience with ITSM tools (Jira Service Management, ServiceNow, etc.).
· Foundational knowledge of ITIL v4 frameworks (Incident, Request, and Problem Management).
· Exceptional English communication skills (written and verbal), capable of handling late-night shifts with global stakeholders.
· Excellent technical troubleshooting skills (understanding of web browsers, mobile app behavior, and cloud-based environments).
Why Join Us
- Direct impact on a high-visibility platform with a global user base.
- Work in a high-accountability environment with a 100% Say/Do ratio culture.
- Collaborate with an elite engineering squad on cutting-edge hi-tech challenges.
- Opportunity to grow into L2/L3 support or Service Delivery Management within a fast-growing boutique firm.
Click on Apply to know more.