Sr Analyst

About the role

The Service Desk Analyst L1 serves as the first point of contact for end users requiring technical assistance and IT support services. The role is responsible for handling incidents, service requests, and user queries through phone, chat, email, and ITSM platforms while ensuring resolution within agreed service levels.

What you'll do

• Serve as the primary contact for users seeking technical assistance through phone, chat, email, and self-service channels
• Log, categorize, prioritize, and manage incidents and service requests using IT Service Management (ITSM) tools
• Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues
• Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies
• Support user account management activities including password resets, account unlocks, and access provisioning

What you need

• 0–3 yrs of experience
• Excel
• POS
• Office 365
• ITIL
• Active Directory
• PowerPoint
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Azure
• ServiceNow