Service desk analyst

Service Desk Analyst (L1) - Job Description

Job Title: Service Desk Analyst (L1)

Experience: 1-3 Years

Key Responsibilities:

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

Technical Skills:

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

Soft Skills:

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