Service Desk Analyst - L1 Support

Job Title : Service Desk Analyst (L1 Support)

Experience : 2-4 Years

Location : Bangalore / Hyderabad / Gurgaon

Job Summary :

We are looking for a Service Desk Analyst to provide first-level IT support to end users. The ideal candidate should have experience in handling service requests, resolving technical issues, and working with ServiceNow or similar ticketing tools.

Key Responsibilities :

- Provide L1 technical support via phone, email, or ticketing system.

- Log, track, and resolve incidents using ServiceNow.

- Troubleshoot hardware, software, and basic network issues.

- Install and configure desktops, laptops, printers, and other devices.

- Reset passwords and assist users with system and application access.

- Escalate unresolved issues to the appropriate support teams.

- Follow ITIL processes and ensure SLA compliance.

- Maintain accurate ticket updates and documentation.

- Deliver excellent customer support.

Required Skills :

- 2-4 years of Service Desk or IT Support experience.

- Hands-on experience with ServiceNow or any ITSM tool.

- Strong knowledge of Windows OS, desktop support, and basic networking.

- Experience with Active Directory (password reset and user management).

- Good troubleshooting and communication skills.

- Knowledge of ITIL processes is preferred.

Preferred Skills :

- ITIL Certification.

- Experience with Microsoft 365, Azure AD, SCCM, or Intune.

- Exposure to remote support tools.

Mandatory Skills : Service Desk, ServiceNow, L1 Support, ITSM, Windows Desktop Support, Active Directory, ITIL, Incident Management.