REF100030S_2026246181 - Service Desk - 0 to 6 months - Pune - WFO

Role Summary 

Provide advanced IT service desk support for business applications, systems, infrastructure-related issues, and escalated end-user incidents. The role is expected to handle more complex tickets, perform deeper problem analysis, manage incidents through to resolution, and support junior analysts where required. 

Key Responsibilities 

• Provide advanced support for incidents and service requests across business applications, systems, and infrastructure areas. 

• Handle escalated tickets and drive them through to resolution. 

• Support users across multiple locations via telephone, onsite, and ITSM tools. 

• Perform fault analysis and identify likely source of application, infrastructure, or reporting issues. 

• Prioritise and escalate issues based on business impact and urgency. 

• Monitor assigned calls from inception to closure and keep users informed at all times. 

• Support and maintain data held within business applications where required. 

• Work closely with wider IT teams to meet service expectations and business KPIs. 

• Share knowledge with team members to improve overall support capability. 

• Follow process controls around ticket updates, reassignment, on-hold handling, and customer-approved resolution. 

Required Qualifications 

• Graduate in IT / Computer Science 

• Strong problem analysis and diagnosis capability. 

• Ability to work under pressure and manage competing priorities. 

• Strong verbal and written communication skills. 

• Strong prioritisation and escalation handling. 

• Ability to work independently on complex incidents. 

Bachelor’s Degree