Service Desk Analyst

Service Desk Analyst (L1) - Job Description

Job Title: Service Desk Analyst (L1)

Experience: 1-3 Years

Key Responsibilities:

• Provide Level 1 technical support via phone, email, chat, and ticketing tools.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Perform password resets, account unlocks, and user account administration.
• Create, update, and manage incident and service request tickets.
• Escalate unresolved issues to L2/L3 support teams as per defined procedures.
• Ensure compliance with SLAs and maintain ticket quality.
• Document troubleshooting steps and update knowledge base articles.
• Deliver excellent customer service and maintain high customer satisfaction.

Technical Skills:

• Windows OS and Microsoft Office Suite
• Active Directory
• ServiceNow or other ITSM tools
• Basic Networking (TCP/IP, DNS, DHCP)
• Remote Desktop Support
• Incident and Request Management

Soft Skills:

• Strong communication skills
• Customer-focused approach
• Problem-solving and analytical skills
• Ability to work in rotational shifts
• Team player with good interpersonal skills