Service Desk Analyst (SDA)

Job Title: Service Desk Analyst (SDA)

Location: Goa (Onsite)
Employment Type: Full-Time

About the Role

We are hiring a Service Desk Analyst to join our core operations team. As an SDA, you will play a key role in providing technical support and ensuring seamless IT operations for our teams and clients.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network-related issues.
• Respond to and resolve IT tickets, calls, and emails in a timely manner.
• Troubleshoot, diagnose, and escalate unresolved problems to higher support levels.
• Ensure documentation of issues, solutions, and processes for future reference.
• Collaborate with the IT team to maintain system efficiency and resolve recurring issues.
• Deliver excellent customer service while handling technical inquiries.

Required Skills

• Prior experience in IT support, technical troubleshooting, or a similar role.
• Familiarity with service desk tools and ticketing systems.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent English communication skills (verbal and written).
• Basic understanding of networks, systems, and troubleshooting processes.