Service Desk Analyst

Company Description Pacer Automation Private Limited, founded in 1989, delivers professional IT infrastructure services to small, mid-cap, and large-cap organizations. The company specializes in designing and implementing IT infrastructure solutions that combine suitable technologies with proven best practices. With strong technical expertise and extensive hands-on experience, Pacer Automation focuses on performance, reliability, and security across client environments. The organization is committed to creating IT systems that enable seamless access and measurable business value for its clients.
Role Description The Service Desk Analyst is a full-time, on-site role based in Bengaluru. This role involves providing first-line technical support to end users, including responding to service requests, logging incidents, and resolving hardware, software, and network issues. The analyst will diagnose and troubleshoot problems, escalate complex cases to appropriate teams, and ensure timely follow-up and closure. Daily responsibilities include delivering high-quality customer support, maintaining accurate documentation in ticketing systems, and adhering to established service level agreements. The role also requires clear communication with users, proactive issue prevention, and collaboration with other IT teams to maintain a stable and efficient IT environment.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills for hardware, software, and basic network issues.
• Candidates should possess solid Analytical Skills to diagnose problems, identify root causes, and suggest effective solutions.
• Candidates should possess proven Customer Support and Customer Service skills, including empathy, patience, and clear communication.
• Familiarity with IT service desk or helpdesk tools and ticketing systems (e.g., ServiceNow, JIRA, or similar) is beneficial.
• Knowledge of operating systems (Windows, macOS), common business applications, and basic networking concepts is preferred.
• Strong verbal and written communication skills and the ability to work collaboratively in a team-oriented environment are required.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are an advantage.
• A diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, is preferred.