{"id":1623411,"url":"https://alion.io/job/intouchcx-service-desk-analyst","title":"Service Desk Analyst","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":90,"open_postings":60,"ghost_share":0,"stale_share":0.183,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Jira","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-05-14T08:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-22T16:31:13Z","board_verified":true,"closed_at":null,"days_open":161,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":160},"description":"About the Job\n\nThe Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).\n\nAs Service Desk Analyst, You Will…\nProvide Tier II contact and incident resolution to customers with hardware, software, and application problems\nDiagnose and resolve complex technical issues related to hardware, software, and network infrastructure\nUtilize remote tools and techniques to troubleshoot and resolve problems efficiently\nProvide excellent customer service while assisting end-users with technical inquiries and issues\nCommunicate effectively with both technical and non-technical users to gather information and explain solutions\nCollaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary\nDocument and communicate escalated issues clearly to facilitate efficient problem resolution\nMaintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices\nContribute to knowledge base articles to facilitate Tier 1 support and self-service resolution\nProficiently use remote support tools and technologies to access and troubleshoot end-users' systems\nStay updated on the latest remote support tools and technologies\nCollaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges\nParticipate in team meetings and share insights to improve overall support effectiveness\nProvide guidance and mentorship to Tier 1 support personnel\nStay informed about industry trends and technologies, and share knowledge with the team\nTroubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues\nAct as a liaison between Global Service Desk & all departments and business unit\n\nAs Service Desk Analyst, You Have…\nMust be a full time Technical Graduate\n1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience\nMust have good logical probing, understanding and troubleshooting skills\nGood to have experience in working on ticketing system tools like Jira, Service Now or Remedy\nMust have exceptional English written and verbal communication skills\nTechnical awareness with ability to match resources to technical issues appropriately\nFair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.\nUnderstanding of incidents, service requests and major incidents is required\nSelf-motivated and able to work in a fast paced environment with ability to think and act independently\nStrong analytical skills\nExcellent customer service skills, should know how to de-escalate issues\nStrong relationship-building skills, can network and work well with remote stakeholders\nExcellent collaboration skills\nUnderstanding of process management\nTyping speed of a minimum 25-30 words per 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