Job Title: IT Service Desk Analyst – L1 (Oracle EBS & Fusion)
Location: Noida
Experience: 1–3 Years (Preferred)
Early or Immediate Joiners Preferred
Education:
Role Overview:
We are looking for a proactive IT Service Desk Analyst (L1 Support) with functional knowledge of Oracle EBS and Oracle Fusion modules (AP, AR, GL). The role involves handling end-user queries, managing incidents based on priority, and providing first-level support through voice and ticketing channels.
Key Responsibilities:
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Provide 1st line support for Oracle EBS and Oracle Fusion (AP, AR, GL modules)
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Take Voice Calls (approx. 6 hours daily) and resolve user queries efficiently
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Log, track, and manage incidents via ITSM tools (e.g., ServiceNow, Topdesk, etc.)
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Categorize and prioritize incidents (P1, P2, P3, P4) based on impact and urgency
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Ensure timely resolution within defined SLAs and escalate when required
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Follow ITIL processes for Incident Management
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Coordinate with L2/L3 teams for issue resolution and follow-ups
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Maintain proper documentation of issues, resolutions, and workarounds
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Provide regular updates to users and stakeholders on ticket status
Required Skills:
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Basic to intermediate knowledge of Oracle EBS / Oracle Fusion:
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Accounts Payable (AP)
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Accounts Receivable (AR)
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General Ledger (GL)
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Hands-on experience with ITSM tools
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Good understanding of Incident Management lifecycle
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Strong communication skills (verbal & written)
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Ability to handle customer interactions professionally over calls
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Basic troubleshooting and analytical skills
Preferred Skills:
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Knowledge of ITIL framework
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Experience in handling high-priority incidents (P1/P2)
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Exposure to SLA-driven support environments
Key Attributes:
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Customer-focused approach
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Ability to work in shifts
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Team player with a proactive attitude
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Quick learner with problem-solving mindset
Total Experience Expected: 01-02 years
