Role Summary
Procore Technologies is seeking a Service Desk Analyst to join our IT Support team in Bengaluru, Karnataka, India. In this full-time, onsite role (5 days/week) operating on a 24/5 rotational shift model, you will serve as the first point of contact for global end users seeking technical support. You will log, categorize, troubleshoot, and resolve hardware, software, network, and application issues while ensuring strict adherence to Service Level Agreements (SLAs) and delivering high customer satisfaction.
Key Responsibilities
- First-Level Support: Act as the primary contact for technical incidents and service requests across phone, email, chat, and ticketing channels.
- Ticket Lifecycle Management: Log, categorize, prioritize, assign, and escalate tickets using enterprise ITSM tools (ServiceNow, Jira) in alignment with established SLAs.
- System & Access Administration: Perform user provisioning, password resets, and account unlock procedures via Okta, alongside supporting Microsoft 365 and Google Workspace.
- Hardware & Network Troubleshooting: Diagnose desktop/laptop operating systems, peripheral equipment, printers, VPN connections, and collaboration tools such as Slack and Zoom.
- Operational Excellence: Achieve key service desk performance metrics including First Contact Resolution (FCR), Average Resolution Time (ART), and author new knowledge base documentation.
Key Qualifications
- Education: Bachelor's degree or Diploma in Information Technology, Computer Science, or a related technical discipline.
- Experience: 1 to 2 years of proven experience in an IT Service Desk, Help Desk, or technical support environment.
- Core Technical Skills: IT Service Management (ITSM), ServiceNow or Jira, Okta Identity Management, Microsoft 365, Google Workspace, and Windows/Mac Desktop Support.
- Key Methodologies: Incident Management, SLA Compliance, First Contact Resolution (FCR), Knowledge Base Authoring, and Shift Handover Standards.
- Work Schedule & Soft Skills: Strong interpersonal communication, customer-centric mindset, and willingness to work 24/5 rotational shifts supporting U.S. business hours onsite.
About Procore Technologies
Procore Technologies is building the software that builds the world. As a leading provider of cloud-based construction management platforms, Procore connects people, applications, and data across the entire building lifecycle to help clients build hospitals, airports, residential communities, and commercial skyscrapers with greater efficiency and collaboration.