Junior Service Desk Analyst

Endava Technology
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Customer-focused mindset","Problem-solving","Analytical thinking","Ability to manage multiple priorities","Collaborative teamwork"]

Serve as the first point of contact for IT issues and service requests, supporting both clients and internal employees in Bengaluru. Triage, log, classify, and prioritize incidents using ITSM tools (Freshservice), troubleshoot hardware/software/application problems, and resolve or escalate complex cases. Provide clear guidance on next steps and timelines, monitor open tickets to meet SLAs, and collaborate cross-functionally while working rotational shifts with a night-shift allowance.

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FursaFursa
Endava Technology
Endava Technology
3 hours ago

Junior Service Desk Analyst

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Job Summary

Serve as the first point of contact for IT issues and service requests, supporting both clients and internal employees in Bengaluru. Triage, log, classify, and prioritize incidents using ITSM tools (Freshservice), troubleshoot hardware/software/application problems, and resolve or escalate complex cases. Provide clear guidance on next steps and timelines, monitor open tickets to meet SLAs, and collaborate cross-functionally while working rotational shifts with a night-shift allowance.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Act as the primary contact for IT-related issues, inquiries, and service requests via phone, email, and instant messaging
  • •Log, classify, and prioritize incidents and requests using ITSM tools and established procedures in Freshservice
  • •Troubleshoot and resolve IT problems or escalate complex issues to the appropriate support teams
  • •Provide clear, professional guidance on next steps and expected timelines to customers
  • •Monitor and track open tickets to ensure timely resolution and SLA adherence

Key Requirements

  • •1-3 years of experience in an L1 call-taking role
  • •Intermediate English language skills (written and verbal)
  • •Strong problem-solving and analytical abilities to diagnose and resolve IT issues
  • •Customer-focused mindset
  • •Proficiency in ITSM tools and ticketing systems
Experience:1-3 years
Skills:Customer-focused mindsetProblem-solvingAnalytical thinkingAbility to manage multiple prioritiesCollaborative teamwork
Languages:English
Tech Stack:ITSMFreshserviceTicketing systemsPhoneEmailInstant messaging

Company Brief

Endava Technology
Provides IT services and digital engineering, delivering software development, automation, and consulting to enterprises across financial services, payments, telecommunications, and retail to accelerate digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2000
WebsiteLinkedIn