Service Desk Analyst - Level 1

Overview

Service Desk Analyst (Level 1) provides first-level IT support to end users by handling incidents and service requests, troubleshooting technology issues, and meeting SLA timelines.

What you'll do

• Act 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, printers, and application issues.
• Troubleshoot Windows, Microsoft 365 apps (Outlook, Teams, Word, Excel, PowerPoint), and basic networking issues.
• Reset passwords and manage user accounts using Active Directory or relevant identity tools.
• Escalate unresolved incidents to Level 2/Level 3 support teams and maintain support documentation.

What you'll need

• Knowledge of Windows 10/11 operating systems.
• Basic understanding of Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint, PowerPoint).
• Knowledge of Active Directory and password management.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Strong troubleshooting and problem-solving skills and excellent verbal and written communication.

Details

• Location: Hyderabad, TS, India.
• Working hours: 45 hours/week; normal office hours are 10 hours/day inclusive of an unpaid 1 hour break.
• May require shifts (morning/evening/night) as notified by the manager.