Procore
Service Desk Analyst
About this role
This Service Desk Analyst role at Procore in Bangalore is the main contact for employees needing IT help. The analyst logs, troubleshoots, resolves and escalates incidents and service requests, working to SLAs. Typical issues include Okta access and password resets, Microsoft 365 and Google Workspace support, VPN, printers, laptops, Slack and Zoom. The analyst is also measured on metrics such as first contact resolution and customer satisfaction, and contributes knowledge articles. It suits someone with 1-2 years of help desk experience who is comfortable working onsite in 24/5 rotational shifts that include U.S. business hours.
Procore is hiring for Service Desk Analyst, a full-time role based in Bengaluru (onsite).
Who can apply: 1-2 years. Skills: Okta, Microsoft 365, Google Workspace, ServiceNow, VPN.
Hirastra checked that this opening is live. Apply directly through the official posting; applying is always free.
What you'll do
- Serve as primary contact for IT incidents and requests via phone, email, chat and tickets
- Log, categorize, prioritize and assign tickets in the ITSM tool
- Resolve common issues including password resets, access provisioning via Okta, VPN, Microsoft 365, Google Workspace and device problems
- Escalate unresolved incidents and keep users updated on ticket status
- Manage ticket queues to meet SLAs and key metrics like FCR, CSAT and resolution time
- Write documentation and knowledge articles and take part in shift handovers
What you need
- Bachelor's degree or diploma in IT, Computer Science or a related field
- 1-2 years of experience in IT service desk, help desk or technical support
- Knowledge of ITSM tools such as ServiceNow or Jira
- Excellent verbal and written communication skills
- Customer-focused approach with strong interpersonal skills
- Willingness to work onsite 5 days a week in 24/5 rotational shifts including U.S. hours
- Location
- Bengaluru
- Work mode
- Onsite
- Experience
- 1-2 years
- Pay
- ₹4–7 LPA (Est.)
- Type
- Full-time job, Developer
- Added
- 27 October 2026
Skills
- Okta
- Microsoft 365
- Google Workspace
- ServiceNow
- VPN
"Est." = Hirastra's estimate based on market data, not an official figure.
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