Service Desk Analyst

Job Title : Service Desk Analyst

•Key Skills: operating systems (Windows), and MS Office

•Experience: 0-2 years

•Location: London, UK

•Mode: FTC 12 months duration

We at Coforge are seeking “ Service Desk Analyst ” with the following skill-set:

Job Description:

We are seeking a motivated and customer-focused Service Desk Analyst (Fresher) to join our IT support team. The successful candidate will provide first-level technical support to end users, troubleshoot IT issues, and ensure timely resolution or escalation in line with agreed SLAs.

Key Responsibilities:

Act as the first point of contact for IT-related queries via phone, email, or ticketing tools

Log, track, and resolve incidents and service requests accurately

Provide support for basic hardware, software, desktop, and network issues

Troubleshoot issues related to Windows OS, MS Office, email, printers, and VPN

Escalate complex issues to L2/L3 support teams as per process

Follow ITIL processes and ensure SLA compliance

Maintain proper documentation and update ticket status regularly

Deliver excellent customer service and ensure user satisfaction

Required Skills:

Basic knowledge of computers, operating systems (Windows), and MS Office

Understanding of IT fundamentals (hardware, software, networking basics)

Good verbal and written communication skills

Strong problem-solving and analytical skills

Willingness to work in shifts (if required)

Customer-oriented attitude

Educational Qualifications:

Bachelor’s degree in Computer Science, IT, or related discipline

Relevant IT certifications (ITIL Foundation, CompTIA A+) will be an added advantage

Preferred Skills (Good to Have):

Awareness of ITIL concepts

Basic knowledge of Active Directory and password resets

Exposure to ticketing tools (ServiceNow, Remedy, JIRA – training acceptable)