Service Desk Analyst

Job Summary: We are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management. The ideal candidate should possess strong troubleshooting skills, experience with ITSM tools, and familiarity with US customer support in a 24x7 operational environment. Retail domain knowledge and certifications such as ITIL, Google, or AWS will be an added advantage. Key Responsibilities: • Handle inbound calls and manage IT service requests and incidents efficiently • Create, update, and resolve tickets using tools such as ServiceNow, BMC Remedy, etc. • Provide support for client environments including AVDI, Citrix, and Windows-based systems • Perform basic Windows OS and network connectivity troubleshooting • Update and maintain Knowledge Base (KB) articles • Ensure shift adherence and active participation in shift handovers and team huddles • Collaborate with cross-functional teams for issue resolution • Support retail technologies such as POS systems, pin pads, MDM, and virtual interfaces • Maintain high levels of customer satisfaction through professional communication and timely resolution Required Skills: • Proven experience in a service desk/call center role handling US customers • Hands-on experience with ITSM tools like ServiceNow, BMC Remedy • Familiarity with Citrix, AVDI, and Windows troubleshooting • Basic understanding of network connectivity (LAN/Wi-Fi/IP-related issues) • Excellent verbal and written communication skills • Ability to work in a night shift and rotational 24x7 schedule • Strong team collaboration and time management skills