Service Desk Analyst (Fresh Graduate)

About the role

As a Service Desk Analyst you will be the first point of contact for end‑users, delivering timely technical support and ensuring high customer satisfaction. This entry‑level position is ideal for fresh graduates eager to start a career in IT support.

Key responsibilities

• Provide first‑level technical support via phone, email, chat and ticketing systems.
• Log, categorize, track and manage incidents and service requests accurately.
• Troubleshoot basic hardware, software, operating system and connectivity issues.
• Assist users with account management, password resets and access‑related concerns.
• Escalate unresolved issues to appropriate support teams and follow Service Desk procedures.
• Maintain documentation of incidents, resolutions and customer interactions.

Required profile

• Bachelor’s degree in any discipline (IT or non‑IT) with official transcript.
• Fresh graduate or up to one year of work experience.
• Excellent communication, interpersonal and analytical skills.
• Customer‑focused mindset with a passion for quality service.
• Willingness to work 24x7 rotational shifts, including nights, weekends and holidays.

What we offer

• Comprehensive training and mentoring programs.
• Exposure to enterprise‑level IT support operations and technologies.
• Clear career progression within IT Infrastructure and Support Services.
• Collaborative, professional and inclusive work environment.
• Opportunities to work with global clients and cutting‑edge technologies.