Service Desk Analyst On-Call Support

Job Title: Service Desk Analyst On-Call Support

Location: Bangalore

Duration: 12 Months

Job Summary

The Service Desk Analyst (On-Call Support) is responsible for providing timely and effective technical support to end users outside of regular business hours. This role ensures continuity of IT services by responding to incidents, troubleshooting issues, and escalating critical problems as needed. The analyst acts as the first point of contact for IT-related concerns during on-call shifts.

Key Responsibilities

• Provide on-call technical support for incidents, service requests, and system alerts.
• Respond promptly to issues via phone, email, ticketing systems, or monitoring alerts.
• Diagnose and resolve hardware, software, network, and application issues.
• Escalate complex or high-priority incidents to appropriate teams.
• Monitor system alerts and take proactive actions to prevent outages.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Ensure all service requests meet defined SLAs (Service Level Agreements).
• Perform basic system maintenance and health checks during on-call hours.
• Communicate effectively with users and stakeholders during incidents.
• Participate in post-incident reviews and contribute to knowledge base updates.

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience in a service desk or technical support role.
• Strong knowledge of:
• Windows/macOS operating systems
• Networking fundamentals (DNS, DHCP, VPN)
• Microsoft 365 / email systems
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk).
• Ability to troubleshoot under pressure and handle critical incidents.
• Strong communication and customer service skills.
• Willingness to work rotational on-call shifts, including nights, weekends, and holidays.

Preferred Qualifications

• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications).
• Experience with remote support tools and monitoring systems.
• Basic scripting or automation knowledge is a plus.