Service Desk Analyst at World Wide Technology in IND
- Company: World Wide Technology
- Location: IND
- Posted: Sep 17, 2026
- Type: Full-time
- Experience: 3+ years
Overview
Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals. Create, document, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
Responsibilities
- Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals.
- Create, document, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
- Review incoming requests and determine the appropriate priority, impact, urgency, and assignment path.
- Validate customer support entitlements, service eligibility, and request scope based on defined service offerings.
- Perform initial triage and gather relevant business and technical information to support efficient resolution.
- Route incidents, requests, and escalations to the appropriate support teams while ensuring all required information is captured.
- Monitor and manage ticket queues to ensure service level agreements (SLAs) and response targets are met.
- Proactively manage aged, stalled, or at-risk tickets through follow-up, reassignment, and escalation activities.
- Provide timely customer updates and communicate status, next steps, and resolution expectations.
- Participate in quality assurance reviews and contribute to the continuous improvement of support processes and customer experience.
- Identify recurring issues and support problem management initiatives by recognizing trends and escalating opportunities for improvement.
- Collaborate with support engineers, operations teams, and service delivery teams to ensure seamless customer support.
- Provide clients with problem reference and request numbers and log all troubleshooting and resolution steps directly in the ticket.
- Document resolutions and contribute updates to self-help and knowledge base content to support first-contact resolution.
- Assist with cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
- Resolve customer issues via telephone, email, chat, and web sessions, maintaining a working knowledge of data and voice network concepts.
- __________________________________________
Requirements
- Strong customer service mindset with excellent verbal and written communication skills.
- Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
- Experience working with ticketing, case management, or IT service management platforms.
- Strong organizational skills and attention to detail.
- Ability to analyze information, assess priorities, and make sound decisions under pressure.
- Demonstrated ability to work collaboratively across multiple teams and stakeholders.
- Experience managing customer communications and expectations throughout a support engagement.
- Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
- Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
- ITIL Foundation certification is considered an asset.
- Experience with ServiceNow is required.
- College education, or equivalent experience in an IT service desk environment.
- Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
- Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
- Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
Skills
Required
- Strong customer service mindset
- Strong organizational skills
- Attention to detail
- Experience with ServiceNow
- Basic IT troubleshooting skills
Preferred
- ITIL Foundation certification