Service Desk Analyst – Entry Level

About the role

We are seeking motivated and customer‑focused fresh graduates to join our Service Desk team. As a Service Desk Analyst you will be the first point of contact for end users, providing technical assistance and ensuring timely resolution of IT‑related issues. This role offers an excellent opportunity to build a career in IT support and infrastructure services within a dynamic, fast‑paced environment.

Key responsibilities

• Provide first‑level technical support via phone, email, chat and ticketing systems.
• Log, categorize, track and manage incidents and service requests.
• Troubleshoot basic hardware, software, operating system and connectivity issues.
• Assist users with account‑related requests, password resets and access issues.
• Escalate unresolved incidents to appropriate support teams.
• Maintain accurate records of incidents, resolutions and user interactions.
• Deliver excellent customer service while meeting defined SLAs.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or related discipline (official transcript required).
• Fresh graduates or candidates with up to 1 year of experience.
• Strong communication and interpersonal skills.
• Good analytical and problem‑solving abilities.
• Willingness to work in a 24×7 rotational shift environment.

What we offer

• Comprehensive training and mentoring.
• Exposure to enterprise‑level IT support operations.
• Career growth opportunities within IT infrastructure and support services.
• Collaborative and professional work environment.
• Opportunity to work with global customers and technologies.