{"id":3887803,"url":"https://alion.io/job/visionet-systems-service-desk-support-analyst","title":"Service Desk Support Analyst","company":{"id":3216,"name":"Visionet Systems","domain":"visionet.com","url":"https://alion.io/company/visionet-systems","size_band":null,"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":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-06T17:31:47Z","employer_posted_date":null,"last_verified_at":"2026-11-06T17:31:47Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Job Summary:\nWe are looking for a proactive and customer-focused Service Desk Support Analyst to provide first-level technical support to end-users. The ideal candidate will be responsible for resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction through timely and effective communication. \n\nKey Responsibilities:\nServe as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. \nDiagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices. \nEscalate unresolved issues to appropriate support teams and follow up to ensure resolution. \nLog all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy). \nProvide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting. \nAssist with user account management (Active Directory, Exchange, Office 365). \nFamiliarize end users on basic software, hardware and peripheral device operation and solve basic queries \nSupport onboarding and offboarding processes including device setup and access provisioning. \nMaintain knowledge base articles and documentation for common issues and solutions. \nAdhere to SLAs and ensure timely resolution of tickets. \nConfiguring iPad/iPhones/Android for the users to enable them check emails and be connected on the go. \nBasic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications\nRequired Skills & Qualifications:\nDiploma or bachelor's degree in IT, Computer Science, or related field. \n1–3 years of experience in a technical support or service desk role. \nStrong knowledge of Windows OS, Mac OS, Microsoft Office, and basic networking. \nFamiliarity with ITSM tools and remote support software. \nExcellent communication and interpersonal skills. \nStrong problem-solving and multitasking abilities. \n\nPreferred Qualifications:\nITIL Foundation Certification \nCompTIA A+ or Microsoft Certified: Modern Desktop Administrator \nExperience supporting macOS and mobile devices (iOS/Android) is a plus \nAbility to work in a fast-paced, 24/7 operational environment \n\nSoft Skills:\nCustomer-oriented mindset with a focus on service excellence \nAbility to work in a fast-paced, team-oriented environment \nWillingness to work in shifts or on-call rotations","description_format":"text","description_chars":2420,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-06T20:10:56Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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