Lucknow, Uttar Pradesh
Job Summary
Service Desk - L1 - Analyst
Key Responsibilities
Incident Triage: Answer support calls, chats, and emails, and log them into ITSM ticketing systems (e.g., ServiceNow). User Support: Perform basic troubleshooting for Microsoft 365, Windows/macOS, VPN connections, and hardware peripherals. Access Management: Handle account unlocks, password resets, and user provisioning/access rights. Escalation: Route unresolved or severe issues to the appropriate L2/L3 or specialized IT teams.
Skill Requirements
Understanding of Active Directory, O365 suite, networking principles (DNS, VPN), and remote troubleshooting tools.
Other Requirements
Exceptional customer service, patience, strong verbal and written communication, and ability to multitask.
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