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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
ServiceNow 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
Work arrangement
No
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