About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.

About Position

We are seeking for Service Desk Analyst- IT Service Desk with hands on global service desk operations, ticketing tools, ServiceNow, Jira, Troubleshooting, chat support, voice support, etc.,

Role: ServiceDesk Analyst-IT Service Desk
Location: Hyderabad
Experience: 3+Years
Job Type: Full Time Employment

What You'll Do

As a support engineer, you will be responsible for assisting end users on application problems, desktop, laptop issues, or system administration issues.
Diagnose, prioritize, troubleshoot and resolve IT incidents, requests reported by the users via telephone, emailsIdentify and escalate tickets requiring urgent attention and action.Perform initial triage and troubleshooting steps by following SOP (Standard Operating Procedures) to determine root cause of alerts generatedTrack and document all issues and resolutions in detail within the ticketing system.Deal with and resolve helpdesk requests.
Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner.
To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles.Open to working in a 24*7 environment with rotating shifts and rotating week-offs.
Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.
Exceptional documentation and communication
2-5 years of experience in IT helpdesk environment(voice)
Excellent communication skills (verbal and written)3.Knowledge on ITIL framework and terminologies
Knowledge on Windows, MaC Operating Systems VDI environments.

Expertise You'll Bring

Demonstrated problem solving capabilities.
Adhere to Service Level Agreements and ensure to follow up on the ticket in a timely manner
Flexible and open to working in a 24*7 environment with rotating shifts and rotating week offs including holidays.
Self-motivated achiever who gains satisfaction from providing excellent customer service.
Awareness of basic networking concepts DHCP, IP address, DNS, TCPIP, VPN and technologies.
Provide basic and intermediate level troubleshooting as needed, to support service desk tickets.
Provide standard applications support for applications including but not limited to: Outlook mail, MSSuite, Google Workspace, VPN, Browsers etc.
Excellent organizational skills.
Continually develop and maintains technical skills to ensure high quality levels of technical support for end users.

Benefits

Competitive salary and benefits package
Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
Opportunity to work with cutting-edge technologies
Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
Annual health check-ups
Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

We support hybrid work and flexible hours to fit diverse lifestyles.
Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

ServiceNow,Troubleshooting,Customer Support

ServiceDesk Analyst-IT Service Desk