Service Desk Analyst I

Role Overview:

You will start your IT career as a Junior Service Desk Technician with structured processes, hands-on support, and global exposure. This role is ideal for junior IT professionals looking for hands-on experience in supporting global users through structured service queues, clear SLAs, and defined responsibilities. You will be working in an onsite environment in Gujarat, India, with fixed weekends off.

Key Responsibilities:

• Provide first- and second-level IT support to end-users
• Monitor service queues and troubleshoot end-user issues
• Manage user accounts and ensure requests are resolved within service level agreements
• Maintain documentation and contribute to continuous improvements in service delivery

Qualifications Required:

• At least 1 year of experience in a Service Desk, IT Support, or Helpdesk role
• Basic knowledge of Windows OS, desktop and laptop troubleshooting, and workstation setup
• Experience in user account management, ticketing systems, and SLA-driven environments
• Understanding of IT security best practices and ability to provide hardware and software support
• Strong problem-solving, communication, and customer service skills
• Ability to work independently, prioritize tasks effectively, and collaborate across departments
• Willingness to render after-hours or on-call support as needed

About the Company:

Emapta is a global technology services organization providing junior IT professionals with exposure to global systems, structured processes, and best practices. They focus on reliable service delivery, security, and continuous improvement to build long-term technical careers. Emapta India offers a stable foundation for career growth with diverse international clients and opportunities for professional excellence within the vibrant landscape of Sri Lankan culture. Role Overview:

You will start your IT career as a Junior Service Desk Technician with structured processes, hands-on support, and global exposure. This role is ideal for junior IT professionals looking for hands-on experience in supporting global users through structured service queues, clear SLAs, and defined responsibilities. You will be working in an onsite environment in Gujarat, India, with fixed weekends off.

Key Responsibilities:

• Provide first- and second-level IT support to end-users
• Monitor service queues and troubleshoot end-user issues
• Manage user accounts and ensure requests are resolved within service level agreements
• Maintain documentation and contribute to continuous improvements in service delivery

Qualifications Required:

• At least 1 year of experience in a Service Desk, IT Support, or Helpdesk role
• Basic knowledge of Windows OS, desktop and laptop troubleshooting, and workstation setup
• Experience in user account management, ticketing systems, and SLA-driven environments
• Understanding of IT security best practices and ability to provide hardware and software support
• Strong problem-solving, communication, and customer service skills
• Ability to work independently, prioritize tasks effectively, and collaborate across departments
• Willingness to render after-hours or on-call support as needed

About the Company:

Emapta is a global technology services organization providing junior IT professionals with exposure to global systems, structured processes, and best practices. They focus on reliable service delivery, security, and continuous improvement to build long-term technical careers. Emapta India offers a stable foundation for career growth with diverse international clients and opportunities for professional excellence within the vibrant landscape of Sri Lankan culture.