Junior Service Desk Analyst

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Skills you'll use

What you'll do

• 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)
• 1-3 years of experience in managing L1 Call taking role

Who can apply

• 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

About Endava

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