Service Desk Analyst – L2

🚨 We’re hiring for a Service Desk Analyst – L2 role with one of our clients.
📍 Location: Bangalore
🏢 Work mode: On-site
⏰ Shift: 2:00 PM to 11:00 PM IST
💼 Experience: 2 to 4 years
💰 CTC: ₹8 to ₹10 LPA
📅 Notice period: Candidates who can join within 15 days are preferred
The selected candidate will be part of the client’s Global IT and Service Desk team, providing advanced technical support and handling complex incidents in an enterprise environment.
Key Responsibilities
Resolve L2 incidents through advanced troubleshooting
Manage ServiceNow queues and ensure SLA compliance
Handle escalations and support major incident management
Perform root cause analysis and contribute to service improvements
Provide support for Microsoft 365, Teams, Outlook, Windows 10/11 and Active Directory
Work closely with Infrastructure, Network, Security and Application teams
Create and maintain knowledge articles and technical documentation
Guide and support L1 Service Desk analysts
Provide clear updates to stakeholders and end users
Mandatory Skills And Experience
Hands-on experience with ServiceNow or another ITSM platform
ITIL Foundation certification
Experience with Microsoft Teams
2 to 4 years of experience in Service Desk or Technical Support
Experience handling complex incidents and escalations
Strong communication and customer-handling skills
Experience supporting enterprise or global environments
Good To Have
Active Directory and Microsoft Entra ID
Microsoft 365 and Outlook
Windows 10/11 administration
VPN and networking fundamentals
Endpoint support and device management
Incident, Problem and Change Management
🎓 Education: Any Graduate
📌 Location requirement: Bangalore candidates only. Candidates from nearby locations will not be considered.
If you have relevant L2 Service Desk experience, ITIL certification and hands-on ServiceNow exposure, please apply or share your updated CV.
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Skills: servicenow,itil foundation,windows 10/11 administration,microsoft 365,microsoft teams,active directory

Work arrangement
No