Service Desk Analyst

Job Description

We are seeking a dedicated and customer-focused Service Desk Analyst to join our team in Bengaluru, India. As a crucial member of our IT support team, you will be the first point of contact for our clients and internal employees, providing expert assistance and ensuring smooth operations across our organization.

• Serve as the primary contact for IT-related issues, inquiries, and service requests via various channels including phone, email, and instant messaging
• Log, classify, and prioritize incidents and requests using ITSM tools and following established procedures - Freshservice (freshworks)
• Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams
• Provide clear, professional guidance to customers on appropriate courses of action and expected timelines
• Collaborate with internal and external departments to deliver high-quality service and maintain user satisfaction
• Monitor and track open tickets to ensure timely resolution and adherence to service level agreements
• Working in Shifts (rotational with night shift allowance)

Qualifications

• 4+ years of experience in managing L1 and L1.5 roles
• Advanced English language skills (both written and verbal)
• Strong problem-solving and analytical abilities to diagnose and resolve IT issues efficiently
• Customer-focused mindset 
• Proficiency in using ITSM tools and ticketing systems
• Hardware, software and application troubleshooting experience. 
• Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines
• Team player with a collaborative approach to problem-solving
• Relevant IT support certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.

Additional Information

90%(WFH) and 10%(WFO). Should be in Bengaluru. 

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.