Service Desk Analyst

Key Responsibilities:

• Serve as the primary contact for IT support requests via phone, email, or ticketing system.
• Log and manage incidents and service requests in the MSMA platform.
• Categorize and allocate tickets to the correct technical workgroup based on issue type.
• Monitor ticket progress and ensure timely resolution and closure.
• Follow up with internal teams and end-users to provide status updates.
• Escalate unresolved issues to higher-level support teams as per SLA guidelines.
• Maintain accurate documentation of all support activities.
• Provide basic troubleshooting guidance to users when applicable.

Required Skills & Qualifications:

• Experience: 2–3 years in IT support/helpdesk or call center environment.
• Strong communication and customer service skills.
• Familiarity with IT ticketing systems (MSMA platform experience preferred).
• Ability to prioritize and manage multiple tasks under pressure.
• Basic understanding of IT infrastructure and common technical issues.
• Problem-solving and analytical skills.

Preferred Qualifications:

• ITIL Foundation certification (optional but desirable).
• Experience in healthcare IT environment.

Job Type: Full-time

Pay: ₹18,000.00 - ₹23,000.00 per month

Benefits:

• Health insurance

Work Location: In person