Service Desk Job Description

Job Title: Service Desk Analyst

Experience

1–2 years of experience in IT Service Desk / Technical Support.

Key Responsibilities
Provide L1/L2 technical support to users through phone, email, chat, and ticketing tools.
Troubleshoot and resolve issues related to Windows, laptops/desktops, MS Office, applications, printers, and peripherals.
Handle incident, service request, and problem tickets within defined SLA timelines.
Perform password resets, account unlocks, access-related troubleshooting, and basic Active Directory activities.
Troubleshoot network, VPN, connectivity, and remote-access issues.
Log, categorize, prioritize, update, and close tickets accurately in ServiceNow or other ITSM tools.
Escalate unresolved or complex issues to L2/L3 support teams with proper troubleshooting details.




Maintain robust communication with users and provide regular updates on ticket status.
Follow ITIL processes, SLA/KPI requirements, and standard operating procedures.
Maintain knowledge articles and document recurring issues and their resolutions.

Mandatory Skills
IT Service Desk / Technical Support
Windows & MS Office Troubleshooting
Active Directory
ServiceNow / ITSM
Networking & VPN Troubleshooting

Preferred Skills
ITIL certification/knowledge.
Experience with Microsoft 365 / Outlook / Teams.
Remote desktop support tools.
Valuable analytical and troubleshooting skills.
Excellent verbal and written communication.
Willingness to work in rotational shifts / 24x7 support workplace, if required.

📌 Technical Support Executive Bengaluru (India)
🏢 TeamLease
📍 India