Endava is hiring a Service Desk Analyst

We are seeking a dedicated and customer-focused Service Desk Analyst to join our team in Bengaluru, India. As a crucial member of our IT support team, you will be the first point of contact for our clients and internal employees, providing expert assistance and ensuring smooth operations across our organization. Serve as the primary contact for IT-related issues, inquiries, and service requests via various channels including phone, email, and instant messaging Log, classify, and prioritize incidents and requests using ITSM tools and following established procedures - Freshservice (freshworks) Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams Provide clear, professional guidance to customers on appropriate courses of action and expected timelines Collaborate with internal and external departments to deliver high-quality service and maintain user satisfaction Monitor and track open tickets to ensure timely resolution and adherence to service level agreements Working in Shifts (rotational with night shift allowance)