Analyst I, IT Service Desk

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

General Summary: Vistance is looking for an IT Service Desk Analyst to join our Bangalore-based team. In this role, you’ll be the first point of contact for global users, delivering high-quality technical support across chat, phone, email, and remote tools. You’ll help ensure an exceptional user experience while supporting Vistance’s global IT operations in a fast-paced, always-on environment.

This role operates in rotational shifts (24x7x365) and is ideal for someone who enjoys troubleshooting, customer interaction, and continuous learning.

How You will help us connect the world: 

• Provide Level 1 / L1.5 IT support via chat, phone, email, and remote tools
• Diagnose and resolve issues related to:
• Windows workstations & laptops
• Mobile devices
• Network connectivity
• Audio, video & web conferencing tools
• MS Outlook / Exchange
• Perform user account administration, password resets, and software installations.
• Resolve basic incidents independently and escalate complex issues to L2/L3 teams.
• Log, document, and update all incidents and resolutions in ServiceNow.
• Leverage and contribute to the Service Desk knowledge base.
• Participate in shift-left, automation, and continuous improvement initiatives.
• Support Service Desk operations including:
• Incident & request management
• Queue monitoring
• SLA compliance
• Quality & audit activities
• Work closely with global IT teams and escalate business-impacting issues where required
• Complete required training, certifications, and development activities.

Required skills for consideration: 

• Preferably 3+ years of experience in IT Service Desk / Help Desk / Call Center / Customer Support
• Strong working knowledge of:
• Windows OS
• MS Office (Outlook, Excel, Word, PowerPoint)
• Network basics
• End-user hardware & software troubleshooting
• Hands-on experience with ServiceNow (Incident & Request modules)
• Excellent spoken and written English
• Strong troubleshooting, analytical, and customer service skills
• Ability to work independently under pressure and manage multiple priorities
• Willingness to work in rotational shifts, including nights and weekends

Preferred Qualifications

• ITIL Foundation certification (or equivalent)
• Experience with tools such as:
• Cisco Finesse / CTI / ACD platforms
• Bomgar or other remote support tools
• Endpoint management tools (MS Endpoint Manager, Nexthink)
• User experience tools (e.g., HappySignals)
• Experience working in a global IT support environment

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US

Why Join Us?

Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.