Service Desk Analyst

Job Locations IN-Pune Requisition ID 20069125 Job Category Information Technology Travel Requirements None Job DescriptionThe IT Support Analyst serves as a key liaison between employees and the IT organization, delivering high‑quality technical support across a broad range of enterprise technologies including Windows and macOS operating systems, Microsoft 365, mobile devices, VPN, endpoint security, virtualization, and PC hardware. This role is responsible for efficiently diagnosing and resolving incidents in alignment with defined SLAs, managing customer expectations, documenting all activity in ServiceNow, and coordinating escalations as needed. The analyst applies strong technical, analytical, and communication skills to resolve complex issues, contribute to knowledge base content, support pre‑deployment testing, and ensure adherence to IT policies and security standards. In addition, the role emphasizes collaboration within a global te...