Service Desk L2 Analyst

About the role

We are seeking a skilled and proactive Level 1/Level 2 IT Service Desk Analyst to act as the primary point of contact for technical support within our organization. Your role is vital in providing swift, efficient, and professional resolution of IT-related issues, ensuring our colleagues and customers maintain productivity and achieve their goals.

What you'll do

• Serve as the first point of contact for technical support via phone, email, and chat
• Record, categorize, and manage incidents, service requests, and queries within the ticketing system
• Conduct initial diagnosis, troubleshooting, and resolution of hardware, software, and network issues
• Escalate unresolved problems effectively to higher support tiers or specialized teams
• Manage user account tasks including password resets, account setups, and access control

What you need

• 2–5 yrs of experience
• Active Directory
• ITIL
• Windows Server
• Office 365
• AWS
• Azure
• Any graduate

Good to have

• ServiceNow
• Linux
• Ticketing tools

What you get

• ₹60k a month