Technical Support Executive

Service Desk Job Description

Job Title: Service Desk Analyst

Experience

1–2 years of experience in IT Service Desk / Technical Support.

Key Responsibilities

• Provide L1/L2 technical support to users through phone, email, chat, and ticketing tools.
• Troubleshoot and resolve issues related to Windows, laptops/desktops, MS Office, applications, printers, and peripherals.
• Handle incident, service request, and problem tickets within defined SLA timelines.
• Perform password resets, account unlocks, access-related troubleshooting, and basic Active Directory activities.
• Troubleshoot network, VPN, connectivity, and remote-access issues.
• Log, categorize, prioritize, update, and close tickets accurately in ServiceNow or other ITSM tools.
• Escalate unresolved or complex issues to L2/L3 support teams with proper troubleshooting details.
• Maintain strong communication with users and provide regular updates on ticket status.
• Follow ITIL processes, SLA/KPI requirements, and standard operating procedures.
• Maintain knowledge articles and document recurring issues and their resolutions.

Mandatory Skills

1. IT Service Desk / Technical Support
2. Windows & MS Office Troubleshooting
3. Active Directory
4. ServiceNow / ITSM
5. Networking & VPN Troubleshooting

Preferred Skills

• ITIL certification/knowledge.
• Experience with Microsoft 365 / Outlook / Teams.
• Remote desktop support tools.
• Good analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Willingness to work in rotational shifts / 24x7 support environment, if required.