Global Service Desk Analyst

About Wissen Digital

Wissen Digital, founded in 2000 in the United States, operates from offices across the US, India, the UK, Australia, Mexico, and Canada. The organization provides end-to-end technology solutions for Banking & Financial Services, Telecom, Healthcare, Manufacturing, and Energy, and has delivered projects worth $1 billion for more than 20 Fortune 500 companies. It has also been recognized as a Great Place to Work for two consecutive years and named among the Top 20 AI/ML vendors by CIO Insider.

Role Overview

This position is for a customer-oriented Service Desk Analyst who will support users at Level 1. The role focuses on resolving technical problems related to hardware, software, and networks by working within defined SOPs and service targets. Strong communication, problem-solving ability, and a service mindset are important for success in this role.

Key Responsibilities

• Deliver Level 1 remote desktop assistance while adhering to approved SOPs and SLAs.
• Diagnose and fix basic issues involving hardware, applications, and network connectivity through phone, email, chat, or remote support tools.
• Route unresolved cases to the appropriate Level 2 or Level 3 teams and provide clear notes and context.
• Carry out user provisioning, deprovisioning, and access management activities according to policy.
• Record, monitor, and refresh incident and request details in the ServiceNow ITSM environment.
• Handle inbound service requests through phone, chat, and ticketing channels in ServiceNow.
• Allocate incidents and requests to the correct support teams and follow them until closure.
• Work closely with internal support functions to resolve more complex issues.
• Maintain strong customer satisfaction through prompt, professional communication.
• Confirm resolution with users and close tickets only after proper follow-up.

Skills and Experience Required

• 0 to 2 years of experience in a service desk or IT support role.
• Good working knowledge of Windows operating systems, Microsoft 365, basic networking, and remote support utilities.
• Exposure to ITSM platforms such as ServiceNow and Jira.
• Strong analytical and troubleshooting abilities.
• Clear verbal and written communication skills with a customer-first approach.
• Ability to handle multiple priorities in a busy, fast-moving environment.

Eligibility

Any graduate can apply.

Location

Bengaluru, India.

Additional Information

No stipend or salary amount was specified in the source. No explicit details were provided for work shift, notice period, number of openings, start date, or application deadline.