Junior Service Desk Analyst
Role Overview
Join Endava's IT support team as the first point of contact for clients and internal employees in Bengaluru.
Provide customer-focused first-line support and help maintain smooth operations across the organization.
Key Skills for This Role
Full Job Posting
Role overview
Join Endava's IT support team as the first point of contact for clients and internal employees in Bengaluru.
Provide customer-focused first-line support and help maintain smooth operations across the organization.
Responsibilities
- Handle IT issues, inquiries, and service requests through phone, email, and instant messaging.
- Log, classify, and prioritize incidents using Freshservice and established ITSM procedures.
- Troubleshoot hardware, software, and application issues or escalate complex problems.
- Guide customers on appropriate actions and expected resolution timelines.
- Collaborate with internal and external departments to maintain user satisfaction.
- Track open tickets and support timely resolution against service level agreements.
- Work rotational shifts, including night shifts.
Requirements
- 1–3 years of experience in an L1 call-taking role.
- Intermediate written and verbal English skills.
- Experience with ITSM tools, ticketing systems, and hardware, software, and application troubleshooting.
- Strong problem-solving, analytical, customer service, and teamwork skills.
- Ability to manage multiple priorities in a fast-paced environment and meet tight deadlines.
- Candidates must meet work-from-home criteria.
Work arrangement
- The role is remote and requires candidates to meet work-from-home criteria.
About endava
Provides software engineering and digital transformation consulting services.
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