Level 1 Service Desk Analyst Jobs (NOW HIRING)

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Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.

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Role: IT Service Desk Analyst
Experience: 2-5 yrs
Location: Hyderabad
Summary

The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technicalexpertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.paced environment. This role requires strong technicalexpertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.

You will act as the first point of contact for IT-related incidents and service requests, ensuringtimelyresolution whilemaintaininga consistentlyhigh levelof customer satisfaction. The roleoperatesin a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores.

The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement throughaccurateticket handling and high-quality documentation.

Responsibilities

• Provide Tier 1 technical support for end users across a 24/7/365 service desk operation

• Work morning, evening and weekend shifts based on work schedules

• Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices

• Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms

• Utilize ServiceNow to document and track Incidents, Requests, and escalationsin accordance withestablished SLAs

• Create, review, andmaintainKnowledge Base articles to improve first contact resolution and self-service capabilities

• Support VPN connectivity, remote access solutions

• Utilize remote support tools to resolve end user issues

• Ensure adherence to data security policies anddemonstratea strong understanding of information security best practices

• Delivera high levelof customer service whileidentifyingopportunities for process improvement and service optimization

• Collaborate with other members of theTechteam to resolve complex issues ina timelyfashion

• Adapt quickly tonew technologies(i.e.AI, automation tools), and processes in an expanding organization

Skills

• Proven experience in a Service Desk, Desktop / End User Support role with at least 3-5 years.

• Hands-on experience using ServiceNow ITSM

• Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).

• Ability to work flexible shifts, including early mornings and late evenings, to support global users.

• Demonstrated ability to work effectively in a fast-paced, high-pressure environment.

• Excellent written and verbal communication skills.

• ITIL Foundation certification

• Experience supporting users in a corporate IT environment

• Ability to work independently as wellina geographically dispersed team.

• Hands-on experience with:

• Windows OS and Apple macOS

• Microsoft 365 applications

• Active Directory (basic user administration)

• ITSM tools (e.g.ServiceNow, Remedy, Jira Service Management, or similar)

• Apple IOS and Android device troubleshooting

• Networking concepts (VPN, DNS, LAN/WAN)

• Endpoint security fundamentals

• Very goodEnglish communication skills (spoken and written)

• Strong customer service orientation and problem-solving skills

• Ability to work under pressure and manage multiple tasks

• Willingness to learn and develop in a fast-paced IT environment

• Work well with ageographically-dispersedteam

• Experience in a shift-based or global support environment

• Multilingual skills preferred but notrequired(e.g.Spanish, French, English, or other European languages)