Noida, Uttar Pradesh
Job Summary
The Service Desk L1 Analyst serves as the first point of contact for end users, providing technical assistance and support related to IT services, hardware, software, applications, and access-related issues. The role focuses on incident logging, troubleshooting, ticket management, and ensuring timely resolution or escalation in accordance with defined SLAs.
Key Responsibilities
Incident & Request Management
Receive, log, categorize, and prioritize incidents and service requests.
Provide first-level technical support through calls, emails, chats, and self-service portals.
Troubleshoot basic hardware, software, operating system, and network issues.
Resolve incidents within defined SLA timelines.
Escalate unresolved issues to L2/L3 support teams as required.
Monitor ticket queues and ensure proper follow-up until closure.
End User Support
Support Windows operating systems and Microsoft Office applications.
Assist users with Outlook, Teams, VPN, password reset, printing, and connectivity issues.
Provide guidance for software installation and standard application usage.
Support desktop, laptop, mobile device, and peripheral-related issues.
Customer Service
Deliver excellent customer service and maintain a high level of user satisfaction.
Communicate effectively with users regarding ticket status and resolution updates.
Ensure accurate documentation of incidents, resolutions, and workarounds.
Knowledge Management
Follow ITIL-based incident and request management processes.
Update knowledge articles and standard operating procedures.
Contribute to continuous service improvement initiatives.
Required Technical Skills
Basic knowledge of Windows 10/11.
Microsoft Office 365 Suite (Outlook, Teams, Word, Excel, PowerPoint).
Active Directory (Password Reset, Account Unlock).
Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
ServiceNow or any ITSM ticketing tool.
Remote support tools.
Understanding of ITIL processes.
Required Soft Skills
Strong communication skills (verbal and written).
Customer-focused approach.
Good analytical and troubleshooting skills.
Ability to prioritize and manage multiple tickets.
Team player with a willingness to learn.
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