Senior Analyst

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: ITSM tools: ServiceNow, GLPI, Windows, O365, networking, end-user computing, customer handling

Job Summary
Job Description – Service Desk (L1 / 1.2 Resource) Role Summary Acts as the first point of contact (SPOC) for users, providing 24x7 support for IT incidents and service requests, ensuring timely resolution and high-quality user experience.

Key Responsibilities
Incident Management
Log, categorize, and prioritize incidents via ITSM tools
Perform initial troubleshooting and restore services within SLA
Escalate unresolved issues to L2/L3 teams
Service Request Fulfillment
Handle user requests (access, installations, basic changes)
Ensure requests are completed as per defined workflows and SLAs
User Support & Communication
Provide support via voice, chat, email, or portal
Keep users informed on ticket status and resolution progress




Ensure high customer satisfaction
Ticket Ownership & Tracking
Own tickets end-to-end until closure
Maintain accurate and complete ticket documentation
Follow ITIL-based incident and request processes
First-Line Troubleshooting
Perform initial diagnosis for application, hardware, and infrastructure issues
Use knowledge base and standard troubleshooting guides for quick resolution
Knowledge Management
Contribute to KB articles and known error database
Promote self-service where applicable

Required Skills
ITSM tools: ServiceNow / GLPI or equivalent
Understanding of Incident, Request, and SLA management
Basic knowledge of Windows, O365, networking, and end-user computing
Solid communication and customer handling skills
Ability to work in a 24x7 shift environment

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