Service Desk Analyst

Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do. Who are we? Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT). Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth. Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible. And we want YOU to be a part of it. Job Description Role: IT Service Desk Analyst Experience: 2-5 yrs Location: Hyderabad Summary The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones. paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones. You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores. The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation. Responsibilities Provide Tier 1 technical support for end users across a 24/7/365 service desk operation Work morning, evening and weekend shifts based on work schedules Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities Support VPN connectivity, remote access solutions Utilize remote support tools to resolve end user issues Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices Deliver a high level of customer service while identifying opportunities for process improvement and service optimization Collaborate with other members of the Tech team to resolve complex issues in a timely fashion Adapt quickly to new technologies (i.e. AI, automation tools), and processes in an expanding organization Skills Proven experience in a Service Desk, Desktop / End User Support role with at least 3–5 years. Hands-on experience using ServiceNow ITSM Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management). Ability to work flexible shifts, including early mornings and late evenings, to support global users. Demonstrated ability to work effectively in a fast-paced, high-pressure environment. Excellent written and verbal communication skills. ITIL Foundation certification Experience supporting users in a corporate IT environment Ability to work independently as well in a geographically dispersed team. Hands-on experience with: Windows OS and Apple macOS Microsoft 365 applications Active Directory (basic user administration) ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar) Apple IOS and Android device troubleshooting Networking concepts (VPN, DNS, LAN/WAN) Endpoint security fundamentals Very good English communication skills (spoken and written) Strong customer service orientation and problem-solving skills Ability to work under pressure and manage multiple tasks Willingness to learn and develop in a fast-paced IT environment Work well with a geographically-dispersed team Experience in a shift-based or global support environment Multilingual skills preferred but not required (e.g. Spanish, French, English, or other European languages) #J-18808-Ljbffr