Service Desk Analyst

Job Title: Service Desk Analyst (L1)

Location: Chennai

Experience: 2+ Years

Employment Type: Full-Time

Job Summary

We are seeking a proactive and customer-focused L1 Service Desk Analyst to provide first-level technical support to end users. The ideal candidate will be responsible for handling service requests, troubleshooting hardware and software issues, managing incidents through ticketing tools, and ensuring timely resolution or escalation of issues. Strong communication skills and a customer-centric approach are essential for success in this role.

Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, chat, or ticketing tools.
• Filter and manage Help Desk calls, providing initial support and troubleshooting for user issues.
• Perform password resets, printer configuration, software support, and basic break/fix activities.
• Log, track, prioritize, and document incidents and service requests in the ticketing system.
• Analyze user-reported issues and determine the most effective resolution approach.
• Escalate unresolved incidents to Level 2 and Level 3 support teams as required.
• Install, configure, and support software applications based on end-user requirements.
• Perform routine system updates, testing, and maintenance activities.
• Monitor incidents and identify trends to recommend preventive measures and process improvements.
• Create and maintain user guides, knowledge base articles, and support documentation.
• Ensure compliance with IT security policies and best practices.
• Deliver excellent customer service while maintaining SLA commitments.

Required Skills

Technical Skills

• Strong knowledge of Windows and macOS operating systems.
• Experience in diagnosing and resolving hardware and software issues.
• Familiarity with ITSM and ticketing tools, preferably ServiceNow.
• Basic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP).
• Knowledge of hardware installation, configuration, and troubleshooting.
• Awareness of IT security principles and best practices.
• Experience supporting office productivity tools and standard enterprise applications.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Analytical and problem-solving abilities.
• Ability to work effectively under pressure and handle multiple priorities.
• Patience and professionalism when supporting non-technical users.
• Strong documentation and knowledge-sharing skills.
• Team player with good collaboration skills.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• Minimum 2 years of hands-on experience in a Service Desk / IT Support environment.
• Experience working with ServiceNow ticketing tool is mandatory.
• Fluency in English, both written and verbal.

Preferred Certifications

• ITIL Foundation Certification
• Microsoft Fundamentals Certifications
• CompTIA A+ or equivalent technical certification