Service Desk Analyst (L1) -

Job Title: Service Desk Analyst (L1)

Experience: 1-3 Years

Key Responsibilities:

- Provide Level 1 technical support via phone, email, chat, and ticketing tools.
- Diagnose and resolve hardware, software, network, and application-related issues.
- Perform password resets, account unlocks, and user account administration.
- Create, update, and manage incident and service request tickets.
- Escalate unresolved issues to L2/L3 support teams as per defined procedures.
- Ensure compliance with SLAs and maintain ticket quality.
- Document troubleshooting steps and update knowledge base articles.
- Deliver excellent customer service and maintain high customer satisfaction.

Technical Skills:

- Windows OS and Microsoft Office Suite
- Active Directory
- ServiceNow or other ITSM tools
- Basic Networking (TCP/IP, DNS, DHCP)
- Remote Desktop Support
- Incident and Request Management

Soft Skills:

- Solid communication skills
- Customer-focused approach
- Problem-solving and analytical skills
- Ability to work in rotational shifts
- Team player with good interpersonal skills

📌 Service Desk Analyst (Bengaluru)
🏢 HCLTech
📍 Bengaluru