Service Desk Analyst · Bengaluru

Schneider Electric is hiring a Service Desk Analyst in Bengaluru to provide technical support and ensure smooth IT operations for end users across global locations.

Key Responsibilities

• Serve as the primary point of contact for end users seeking technical assistance via phone, email, or ticketing portals.
• Log, categorize, prioritize, and track incident and service request tickets through ITSM tools like ServiceNow.
• Troubleshoot basic hardware, software, network, and application issues to provide first-call resolution.
• Manage user accounts, group memberships, and access permissions using Active Directory and identity systems.
• Assist users with desktop configuration, operating system errors, and corporate software installations.
• Escalate unresolved or complex incidents to Tier 2 and Tier 3 engineering teams in a timely manner.
• Follow established ITIL incident management processes and uphold service level agreements (SLAs).
• Document standard operating procedures, known workarounds, and user-facing knowledge base articles.
• Maintain clear, professional, and consistent communication with users throughout the resolution lifecycle.
• Monitor incoming ticket queues to identify recurring system problems and alert infrastructure teams.