Key Responsibilities

- Provide L1 technical support via phone, email, chat, and ticketing systems.

- Troubleshoot issues related to Windows, laptops/desktops, printers, applications, networks, and user access.

- Create, update, prioritize, and close tickets in an ITSM/ticketing tool.

- Handle incident, service request, password reset, and access-related issues.

- Perform basic troubleshooting for LAN/Wi-Fi, VPN, Outlook, MS Office, and Active Directory.

- Escalate complex issues to L2/L3 teams according to defined procedures.

- Follow SLA, escalation matrix, and ITIL-based processes.

- Maintain proper documentation of incidents and resolutions.

- Monitor open tickets and ensure timely follow-up with users and technical teams.





- Provide excellent customer service and maintain professional communication.

Required Skills

- Basic knowledge of IT Support and Troubleshooting.

- Knowledge of Windows OS, MS Office/Office 365, Outlook, VPN, LAN/Wi-Fi.

- Basic understanding of Active Directory and user account management.

- Familiarity with ServiceNow, Jira, BMC Remedy, or other ticketing tools.

- Understanding of ITIL concepts is preferred.

- Positive verbal and written communication skills.

- Strong problem-solving and customer-handling skills.

- Willingness to work in rotational/night shifts, if required.Role & responsibilities

📌 Service Desk Analyst 1 (Bhubaneswar)
🏢 Aapjimini Techsoft
📍 Bhubaneswar