Jacobs IT - Service Desk – Analyst in Navi Mumbai, India

IT - Service Desk – Analyst


Role Objective:

The IT Service Desk Analyst is the ‘first line’ contact for all end user (customer) IT Requests and Incidents. This role is crucial in maintaining relationships and communication between IT and the business.

Exceptional Customer Service skills with technical knowledge are required when responding to phone calls and emails from the end user. He/she will respond to queries, resolve incidents and request, and escalate to other teams within IT when required.

Duties and Responsibilities:

Customer Service and Relationships:

  • Answer the incoming calls on the IT Service Desk telephone queue and interact with customers professionally over the telephone.

  • Monitor the IT Service Desk tool and process incidents and request in line with IT procedures and processes.

  • Provide remote end-user support and advice via telephone and email.

  • Encourage, maintain and develop a professional business relationship with customers by providing a prompt and efficient service.

  • Exhibit excellent customer service at all times providing satisfaction to the end user.

  • Ensure that customers are dealt with professionally.

  • Ensure all calls are monitored, processed and resolved in a timely manner.

  • Keep end users informed about the process of their calls.

  • Communicate IT changes and outages to the effected business

Support & Administration:

  • Record, categorize, prioritize and assign incidents and requests into the Service Desk Tool according to existing internal IT Processes and Service Level Objectives.

  • Analyze and troubleshoot all calls to the Service Desk. Identify problems and follow the escalation process when required.

  • Assign calls to the appropriate IT teams if the incident or request cannot be completed by the Service Desk.

  • Complete IT Administration tasks as directed by the IT Service Desk Manager.

  • Develop, contribute and maintain Service Desk documentation including procedural and work instructions.

  • Provide support and solutions within ITIL guidelines for Incident, Problem and Change management

  • Ensure all IT incidents and requests are logged in the Service Desk Tool.

  • Ensure SLA compliance and closure of maximum tickets at L1 level

  • Perform IT administration functions including user, group and data administration.

  • Produce documentation and contribute to knowledge base.

  • Provide a consistent approach to supporting all end users.

  • Ensure processes are adhered too.


  • Provide end user support when requested.

  • Provide on the job training to other team members when required including inductions.

  • Ensure training is provided on a required basis to end users and team members.


Key Qualifications:

Relevant tertiary and/or professional qualifications or equivalent experience in an IT Service Desk environment.

  • Graduate Degree is a must with experience in Service Desk Set up.

Required certificates: ITIL Foundation Certificate

Experience Required:

  • Working in a Service Desk environment with experience ranging from 2 - 5 years providing 1st& 2ndlevel support is preferred.

  • Excellent telephone, written and communication skills

  • Experience using Service Desk Management tools

  • Proficient at multi-tasking with excellent keyboard skills

  • Good knowledge of software and hardware products.

Software Skills:

  • Active Directory

  • Exchange Management Console

  • Microsoft Office 2010, 0365

  • Citrix

  • Remote desktop support software

  • Cisco Call Manager.

  • Previous experience in the engineer industry desirable

  • Experience in Service Now is desirable

Primary Location India-India Countrywide-Navi Mumbai

Req ID: INF00000S