Service Desk Analyst

Job Description

Service Desk Analyst (L1) - Job Description

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Job Title: Service Desk Analyst (L1)

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Experience: 1-3 Years

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Key Responsibilities:

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

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

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