Job DescriptionService Desk Analyst (L1) - Job Description
NJob Title: Service Desk Analyst (L1)
NExperience: 1-3 Years
NKey Responsibilities:
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- Provide Level 1 technical support via phone, email, chat, and ticketing tools. N
- Diagnose and resolve hardware, software, network, and application-related issues. N
- Perform password resets, account unlocks, and user account administration. N
- Create, update, and manage incident and service request tickets. N
- Escalate unresolved issues to L2/L3 support teams as per defined procedures. N
- Ensure compliance with SLAs and maintain ticket quality. N
- Document troubleshooting steps and update knowledge base articles. N




- Deliver excellent customer service and maintain high customer satisfaction. N

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

nSoft Skills:
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- Robust communication skills N
- Customer-focused approach N
- Problem-solving and analytical skills N
- Ability to work in rotational shifts N
- Team player with good interpersonal skills N

📌 Hiring: Service Desk Analyst (Bengaluru)
🏢 HCLTech
📍 Bengaluru