Service Desk Analyst 1

Key Responsibilities

• Provide L1 technical support via phone, email, chat, and ticketing systems.
• Troubleshoot issues related to Windows, laptops/desktops, printers, applications, networks, and user access.
• Create, update, prioritize, and close tickets in an ITSM/ticketing tool.
• Handle incident, service request, password reset, and access-related issues.
• Perform basic troubleshooting for LAN/Wi-Fi, VPN, Outlook, MS Office, and Active Directory.
• Escalate complex issues to L2/L3 teams according to defined procedures.
• Follow SLA, escalation matrix, and ITIL-based processes.
• Maintain proper documentation of incidents and resolutions.
• Monitor open tickets and ensure timely follow-up with users and technical teams.
• Provide excellent customer service and maintain professional communication.

Required Skills

• Basic knowledge of IT Support and Troubleshooting.
• Knowledge of Windows OS, MS Office/Office 365, Outlook, VPN, LAN/Wi-Fi.
• Basic understanding of Active Directory and user account management.
• Familiarity with ServiceNow, Jira, BMC Remedy, or other ticketing tools.
• Understanding of ITIL concepts is preferred.
• Good verbal and written communication skills.
• Strong problem-solving and customer-handling skills.
• Willingness to work in rotational/night shifts, if required.Role & responsibilities