Job Description

About the job
Choicetech Systems is seeking a Service Desk Analyst to provide first-level technical support and operational assistance across business functions. The role is responsible for handling user queries, troubleshooting system-related issues, managing support tickets, and ensuring timely resolution of technical concerns.
The ideal candidate will have prior experience in helpdesk or IT support environments and possess strong technical troubleshooting skills. This position requires effective communication, structured ticket management, and the ability to coordinate with internal teams to ensure service efficiency and adherence to operational standards.

Responsibilities
• Operate helpdesk support during designated business hours
• Handle user queries, complaints, and technical issues via calls or ticketing systems
• Provide first-level (L1/L2) technical support for software, hardware, and system-related issues
• Troubleshoot device connectivity, system errors, and application-related problems
• Log, track, and manage incidents in the ticketing system
• Maintain SLA compliance and follow defined escalation processes
• Coordinate with internal teams for issue resolution and follow-ups
• Maintain knowledge base documentation and standard operating procedures
• Prepare daily and periodic MIS reports related to support activities
• Ensure timely closure of tickets and user satisfaction

Qualifications
• Graduate or Diploma in IT, Computer Science, Networking, or related discipline
• 1–2 years of experience in helpdesk, service desk, or IT support roles
• Working knowledge of Windows operating systems and basic network troubleshooting
• Familiarity with device connectivity, USB/network configurations, and system diagnostics
• Proficiency in MS Office and basic MIS reporting
• Strong communication skills in Hindi and English
• Ability to manage multiple tickets and work in a structured, deadline-driven environment