{"id":3575269,"url":"https://alion.io/job/procore-technologies-service-desk-analyst","title":"Service Desk Analyst","company":{"id":6716,"name":"Procore Technologies","domain":"procore.com","url":"https://alion.io/company/procore-technologies","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"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":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-31T17:20:48Z","employer_posted_date":null,"last_verified_at":"2026-10-31T17:20:48Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nThe Service Desk Analyst serves as the primary point of contact for end users seeking technical assistance. This role is responsible for logging, troubleshooting, resolving, and escalating IT incidents and service requests while delivering exceptional customer service and ensuring strict adherence to Service Level Agreements (SLAs).\n\nKey Responsibilities\nAct as the primary point of contact for IT-related incidents and service requests through phone, email, chat, and ticketing systems.\nLog, categorize, prioritize, and assign tickets accurately in the IT Service Management (ITSM) tool.\nProvide first-level technical support for hardware, software, network, and application-related issues.\nTroubleshoot and resolve common IT issues, including: Password resets, account unlocks, and access provisioning through Okta.Microsoft 365 support.Google Workspace administration and support.VPN connectivity issues.Printer and peripheral device support.Desktop and laptop troubleshooting.Email and collaboration tool support, including Slack and Zoom.\nEscalate unresolved incidents to appropriate support teams following established procedures.\nMonitor and manage ticket queues to ensure SLA compliance.\nMaintain accurate documentation of incidents, resolutions, and knowledge articles.\nCommunicate effectively with end users regarding ticket status, progress, and resolution updates.\nParticipate in shift handovers and team meetings to ensure continuity of support.\nMonitor and achieve key service desk performance metrics, including:First Contact Resolution (FCR).SLA compliance.Customer Satisfaction (CSAT).Average Resolution Time (ART).Ticket backlog management.Knowledge article contributions.\nContribute to continuous service improvement initiatives and knowledge management activities.\n\nQualifications\nBachelor's degree or diploma in Information Technology, Computer Science, or a related field.\n1–5 years of experience in an IT Service Desk, Help Desk, or Technical Support role.\nKnowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.\nExcellent verbal and written communication skills.\nCustomer-focused approach with strong interpersonal skills.\n\nWork Location and Shift Pattern\nWork Arrangement: Onsite – Work from Office (5 Days).\nShift Pattern: 24/5 rotational shifts, including U.S. business hours.\n\nAbout Us\nProcore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas.\n\nWe are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. 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