Service Desk Analyst
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Job Title : Service Desk Analyst
•Key Skills: operating systems (Windows), and MS Office
•Experience: 0-2 years
•Location: London, UK
•Mode: FTC 12 months duration
We at Coforge are seeking “ Service Desk Analyst ” with the following skill-set:
Job Description:
We are seeking a motivated and customer-focused Service Desk Analyst (Fresher) to join our IT support team. The successful candidate will provide first-level technical support to end users, troubleshoot IT issues, and ensure timely resolution or escalation in line with agreed SLAs.
Key Responsibilities:
Act as the first point of contact for IT-related queries via phone, email, or ticketing tools
Log, track, and resolve incidents and service requests accurately
Provide support for basic hardware, software, desktop, and network issues
Troubleshoot issues related to Windows OS, MS Office, email, printers, and VPN
Escalate complex issues to L2/L3 support teams as per process
Follow ITIL processes and ensure SLA compliance
Maintain proper documentation and update ticket status regularly
Deliver excellent customer service and ensure user satisfaction
Required Skills:
Basic knowledge of computers, operating systems (Windows), and MS Office
Understanding of IT fundamentals (hardware, software, networking basics)
Good verbal and written communication skills
Strong problem-solving and analytical skills
Willingness to work in shifts (if required)
Customer-oriented attitude
Educational Qualifications:
Bachelor’s degree in Computer Science, IT, or related discipline
Relevant IT certifications (ITIL Foundation, CompTIA A+) will be an added advantage
Preferred Skills (Good to Have):
Awareness of ITIL concepts
Basic knowledge of Active Directory and password resets
Exposure to ticketing tools (ServiceNow, Remedy, JIRA – training acceptable)