College Undergraduate/Bachelor's degree in any field At least 1-2 years' service desk experience with Service Now background in a BPO setting Must have Service Now knowledge Availability: ASAP joiner is advantage Work Set up: Hybrid Amenable to work in graveyard shift, shifting schedules including holidays and weekends Tower Description The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR He / She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents Key Skills Required Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc) Understanding of Windows 7 & 10 operating system Assisting with configuring/troubleshooting of Software and Hardware Experience working with ServiceNow to log, track, close tickets Experience in resolving IT issues via phone/email/chat Excellent telephone etiquettes and customer service Excellent troubleshooting skills Knowledge of Microsoft based operating systems with emphasis on Windows X Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets) Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. Basic understanding of PC hardware set-up and configuration. Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed. Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts Willingness to work in 9 x 5 support environment including working on Weekends and Holidays. Excellent time management skills and ability to work under pressure Continuous commitment to professional development