Service Desk Analyst

Company Description Vserv Infosystems Private Limited is an IT services and system integration company delivering end-to-end technology solutions in IT infrastructure support, networking, security, and managed services across India. Founded by experienced IT service industry professionals, the company focuses on high-quality service delivery, facility management, and project management using certified technical talent. Vserv provides life cycle services for a full range of IT computing products and follows ITIL-based best practices and proven project management methodologies. Headquartered in Noida, the organization collaborates closely with clients to design solutions aligned with their operational needs and outcome-based objectives. As an emerging service provider, Vserv leverages expert engineers and an efficient supply chain to provide cost-effective repairs and fast spare-part delivery with minimal downtime.
Role Description The Service Desk Analyst is a full-time, on-site role based in Ballabgarh. The role involves serving as the first point of contact for users, logging and triaging service requests and incidents, and providing technical support for hardware, software, and network-related issues. The analyst will diagnose and troubleshoot problems, escalate complex issues to higher support levels, and follow up to ensure timely resolution in line with service level agreements. Day-to-day responsibilities include delivering responsive customer support, maintaining accurate documentation of tickets, preparing basic reports, and adhering to internal processes and security guidelines. The role also requires effective communication with end users, coordination with technical teams, and contributing to continuous improvement of service desk procedures.
Qualifications
Candidates should possess strong Technical Support and Troubleshooting skills for hardware, software, and network issues.
Candidates should possess solid Analytical Skills to diagnose incidents, identify root causes, and prioritize tasks effectively.
Candidates should possess Customer Support and Customer Service skills to handle queries professionally and maintain user satisfaction.
Relevant experience in an IT service desk or helpdesk environment, preferably within infrastructure support or managed services.
Familiarity with ticketing tools (Manage Engine), ITIL-based processes, and basic networking concepts.
Good verbal and written communication skills and the ability to work in a structured, process-driven environment.
Degree in IT, Computer Science, or a related field; industry certifications (such as CompTIA A+, Network+, or ITIL Foundation) are an advantage.

Work arrangement
No