{"id":3010803,"url":"https://alion.io/job/endava-junior-service-desk-analyst-2","title":"Junior Service Desk Analyst","company":{"id":6702,"name":"Endava","domain":"endava.com","url":"https://alion.io/company/endava","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":29,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Active Directory","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-21T15:03:04Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T13:38:11Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.\nBy combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.\nFrom prototype to real-world impact - be part of a global shift by doing work that matters.\n The IT Service Desk Professional provides first-level technical support to client colleagues, business partners, and authorized users through voice calls.\nThe role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment.\nThe role requires adherence to client and Endava security, privacy, access-management, and operational procedures.\nKey Responsibilities\nProvide technical support through inbound voice calls.\nAsk questions to understand and troubleshoot user issues.\nResolve incidents during the first call whenever possible.\nSupport clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.\nTake ownership of incidents through resolution or escalation.\nExplain solutions clearly and provide updates to users.\nRecord troubleshooting steps, resolutions, and follow-up actions in the service-management system.\nEscalate unresolved issues to the appropriate technical support team.\nIdentify recurring issues and share trends or knowledge gaps with Service Desk leadership.\nFollow security, privacy, access, and data-handling requirements.\nMeet required service-level, quality, productivity, and customer-service standards.\nParticipate in rotating shifts and weekend coverage.\nSupport training, knowledge transfer, system changes, and other Service Desk activities.\n Required Qualifications\nDiploma, degree, or equivalent experience in IT or a related field.\nPrevious experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.\nExperience providing technical support by telephone in a high-volume environment.\nBasic knowledge of computers, operating systems, applications, hardware, networking, and access management.\nStrong troubleshooting and problem-solving skills.\nClear verbal communication and good customer-service skills.\nAbility to explain technical information to non-technical users.\nExperience documenting incidents using a service-management or ticketing system.\nAbility to follow procedures and escalation processes.\nFlexibility to work weekends, Saturdays, holidays, or on-call shifts as required.\nWillingness to complete background checks, security screening, and client training.\nPreferred Qualifications\nExperience supporting healthcare, insurance, clinical, or other regulated environments.\nExperience supporting clinical or business-critical applications.\nExperience with Amazon Connect or another contact-center platform.\nExperience with ServiceNow or a similar ticketing system.\nKnowledge of Microsoft 365, Active Directory, and remote-support tools.\n At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives-because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. 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