Service Desk Analyst – Freshers (0–2 Years Experience)

About the role

We are seeking enthusiastic IT graduates to join our Service Desk team as freshers. The role involves delivering high‑quality remote desktop support, troubleshooting hardware, software and network issues, and ensuring a positive customer experience.

Key responsibilities

• Provide Level 1 remote desktop support via phone, email and chat, adhering to SLA targets.
• Diagnose and resolve hardware, software and network problems.
• Maintain clear, professional communication and follow company policies.
• Achieve first‑call resolution and minimise ticket reopens.
• Log work accurately and follow escalation procedures for complex cases.
• Contribute to knowledge‑base updates and pursue self‑development.

Required profile

• IT graduate with final academic transcript.
• 0–2 years of relevant experience or fresh graduate.
• Strong spoken and written English proficiency.
• Willingness to work in a 24/7 shift‑based environment.

Required skills

• Good understanding of Windows operating systems.
• Experience with remote support tools.
• Familiarity with ticketing systems and service‑desk processes.
• Basic knowledge of networking concepts and troubleshooting.