[1MQ7T9TM] Service Desk Analyst

ZettaMine Labs Pvt. Ltd. · India

Hello All,

Greetings from ZettaMine!!!

Job Description – Service Desk Analyst (English & Mandarin)

Location: Bangalore

Years of Experience: 5+ Years

Project-Specific Prerequisite Skills: Service Desk – Mandarin + English

Notice Period: Immediate Joiners

Detailed Job Description

• Provide L1 Service Desk support to global users through phone, email, chat, and remote support channels.
• Deliver technical assistance in both English and Mandarin to ensure effective communication with end users.
• Log, categorize, prioritize, and track incidents and service requests using ITSM tools such as ServiceNow.
• Troubleshoot hardware, software, network, printer, VPN, Microsoft Office, and Windows-related issues.
• Perform user account administration, password resets, access management, and Active Directory support.
• Ensure timely resolution of incidents in accordance with defined SLAs and KPIs.
• Escalate unresolved or complex issues to appropriate support teams following established escalation procedures.
• Provide excellent customer service and maintain high customer satisfaction levels.
• Document troubleshooting steps, resolutions, and knowledge articles for future reference.
• Monitor ticket queues and follow up with users until issue closure.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with onboarding and offboarding activities, including account provisioning and deprovisioning.
• Coordinate with infrastructure, application, and network teams to resolve cross-functional issues.
• Participate in shift operations and provide support for global users across different time zones.
• Maintain accurate records of incidents, service requests, and user communications.
• Contribute to continuous service improvement initiatives and process optimization.
• Follow ITIL best practices for Incident, Problem, Change, and Request Management.
• Prepare daily, weekly, and monthly Service Desk reports as required.
• Ensure compliance with organizational security, quality, and operational standards.
• Support knowledge management activities and assist in training team members when required.

Required Skills

• Fluency in spoken and written English and Mandarin.
• Strong communication and customer-handling skills.
• Hands-on experience with ServiceNow or other ITSM tools.
• Knowledge of Windows OS, Microsoft 365, Active Directory, and networking fundamentals.
• Understanding of ITIL processes and service management concepts.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work in rotational shifts and a fast-paced support environment.

Interested candidates kindly share your updated CV to aruna.m@zettamine.com or WhatsApp to 6302404863.

Thanks & Regards,

Aruna.M