HYDERABAD · FULLTIME
Technical Service Desk Analyst L1 - Hyderabad
Unisys
Hyderabad · onsite · Posted 12d ago
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₹4.0L - ₹5.0L PA1–2 yrsfulltimeHyderabad
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Section · 01
About this role
Role & responsibilities
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests.
- Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
- Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
- Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
- Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
- Maintain accurate documentation of issues, resolutions, and support activities.
- Follow ITIL processes for Incident, Request, and Problem Management.
- Ensure timely resolution in accordance with defined SLAs.
- Assist users with remote access, VPN, hardware setup, and software installations.
Preferred candidate profile
- Knowledge of Windows 10/11 operating systems.
- Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Knowledge of Active Directory and password management.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Customer-focused attitude.
Perks and benefits
Preferred Qualifications
- Bachelor's degree
- Microsoft certifications are an added advantage.
Experience
1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.
Working Hours:
Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.
Key Competencies:
- Customer Service Orientation
- Problem Solving
- Communication Skills
- Incident Management
- Team Collaboration
- Attention to Detail
- Time Management
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Section · 02
Skills
Service Desk
Section · Company
About Unisys
Unisys
Blue Bell
US
₹4L – ₹5L PA
This role
About
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology.
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Industries
Business DevelopmentInformation ServicesInformation TechnologyManagement Information SystemsSoftware