First Line Service Desk Analyst

Location

India Hybrid (Mumbai, Powai)

Reports To

Service Desk Manager

Job Purpose

The First Line Service Desk Analyst is responsible for providing first-level IT support to end users, ensuring timely resolution of technical issues, and maintaining high service standards. The role involves diagnosing hardware and software problems, supporting desktop environments, and assisting users with IT-related requests while meeting agreed service levels.

Key Responsibilities

IT Support

- Provide first-level technical support to end users.
- Monitor and maintain local IT infrastructure.
- Deliver day-to-day support for desktop, software, hardware, telecom, and video conferencing systems.
- Classify, prioritize, and resolve incidents and service requests.
- Troubleshoot network connectivity, projector, and Microsoft Teams issues.
- Upgrade, repair, and maintain computer systems and networks.
- Support organization-wide software applications.
- Monitor system performance and identify opportunities for improvement.
- Assist with system upgrades, new releases, and hardware deployments.
- Analyze user requirements and provide appropriate technical solutions.
- Conduct testing and identify application or system errors.
- Maintain technical documentation and operational procedures.
- Assist with troubleshooting and resolving technology-related issues.
- Support workstation and network equipment upgrades.
- Participate in root cause analysis and implement corrective actions.
- Create and maintain Standard Operating Procedures (SOPs).
- Provide basic user training on hardware and software usage.
- Communicate effectively with end users and internal IT teams.




- Ensure service level commitments are consistently achieved.
- Prepare periodic reports on service desk activities and performance.
- Contribute to initiatives that improve reliability, security, usability, and performance of IT services.
- Participate in team meetings, training sessions, and knowledge-sharing activities.

Key Interfaces

Internal

- End Users
- Applications Team
- Infrastructure Team
- IT Security Team
- Business Functions
- IT Service Management Teams

External

- As required

Qualifications

Education

- Graduate or Undergraduate degree in Computer Science, Information Technology, Engineering, or a related field.

Knowledge & Skills

- Strong troubleshooting and analytical skills.
- Understanding of desktop support, hardware, software, and networking concepts.
- Ability to diagnose technical issues and implement effective solutions.
- Experience working within Service Level Agreements (SLAs).
- Strong communication and customer service skills.
- Ability to collaborate effectively with cross-functional IT teams.
- Knowledge of Microsoft Windows, Office 365, MS Teams, and related technologies.
- Ability to document processes and maintain technical records.

Competencies

- Customer-focused approach.
- Robust problem-solving and decision-making abilities.
- Attention to detail and commitment to quality.
- Ability to perform under pressure and manage multiple priorities.
- Proactive attitude toward service improvement and operational excellence.
- Strong teamwork and collaboration skills.

Language Requirement

- English

Travel Requirement

- Willingness to travel nationally to support business sites and locations when required.

Application

Interested candidates may send their updated resume to: [email protected]

📌 First Line Service Desk Analyst (Mumbai)
🏢 ABS Groups
📍 Mumbai