Service Desk Analyst

Endava Technology
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Customer-focused mindset","Problem-solving","Analytical thinking","Ability to manage multiple priorities","Team collaboration"]

Serve as the first point of contact for IT issues and service requests from clients and internal teams. Log, classify, and prioritize incidents and requests in Freshservice, troubleshoot and resolve problems, or escalate complex cases. Provide clear guidance on next steps and timelines, monitor ticket queues to meet SLAs, and work rotational shifts (including night shift allowance).

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FursaFursa
Endava Technology
Endava Technology
2 days ago

Service Desk Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Serve as the first point of contact for IT issues and service requests from clients and internal teams. Log, classify, and prioritize incidents and requests in Freshservice, troubleshoot and resolve problems, or escalate complex cases. Provide clear guidance on next steps and timelines, monitor ticket queues to meet SLAs, and work rotational shifts (including night shift allowance).
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid 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 in Freshservice following established procedures.
  • •Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams.
  • •Provide clear guidance to customers on recommended actions and expected timelines.
  • •Monitor and track open tickets to ensure timely resolution and adherence to service level agreements.

Key Requirements

  • •3 to 5 years of experience managing L1 and L1.5 roles in a call-taking environment.
  • •Advanced English skills (written and verbal).
  • •Strong problem-solving and analytical abilities to diagnose and resolve IT issues.
  • •Proficiency using ITSM tools and ticketing systems.
  • •Relevant IT support certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.
Experience:3-5 years
Skills:Customer-focused mindsetProblem-solvingAnalytical thinkingAbility to manage multiple prioritiesTeam collaboration
Certifications:ITIL FoundationCompTIA A+
Languages:English
Tech Stack:FreshserviceITSMTicketing 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