Job Role: - Service Desk Analyst / L1 / L2 Support Engineer

Job Location:- Atlanta/Chennai/Gurgaon

Experience:- 3 - 5 Years

Roles & Responsibilities:-
Serve as the first point of contact for IT incidents and service requests (L1/L2 support).
Provide technical support for applications, operating systems, hardware, servers, storage, printers, networks, and communication systems.
Troubleshoot and resolve Level 1 issues; escalate complex cases as required.
Manage incidents, service requests, and ensure SLA adherence.
Deliver phone, email, and remote support to onsite and offsite users.
Handle VIP user support with professionalism and urgency.
Support audio-visual equipment and perform basic device break-fix tasks.
Perform basic server, storage, and network-level troubleshooting.
Document incidents and resolutions accurately for reporting and tracking.
Prepare daily/weekly/monthly reports and participate in process improvements.
Collaborate with internal teams to ensure timely resolution.
Adhere to IT policies, procedures, and ITIL best practices.
Flexible to work in a 24x7x365 shift environment, including weekends and holidays.

Required Skills:-




Strong troubleshooting and analytical abilities.
Knowledge of IT infrastructure and end-user computing.
Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
Understanding of ITIL processes (Incident, SLA, Escalation Management).
Proficiency in Microsoft Office tools (Excel, PowerPoint, O365).
Excellent verbal and written communication skills.
Customer-focused approach with solid interpersonal skills.
Ability to work in fast-paced and agile environments.
Team collaboration and stakeholder coordination skills.

Requirements:-
3 5 years of experience in Service Desk / Helpdesk support.
Minimum 1 year of qualified experience in a Service Desk role.
Degree or relevant technical training.
Experience in infrastructure technical support.
Experience working in an ITIL-driven environment.
Willingness to work rotational shifts (24x7x365).

Preferred Certifications:-
ITIL (Intermediate or above)
CompTIA+
AZ-900 (Microsoft Azure Fundamentals)
MS-900 (Microsoft 365 Fundamentals)
Azure AD Administration
CCNA (Preferred)

Required Skill Profession

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