Job DescriptionService Desk Analyst (L1) -

NJob Title: Service Desk Analyst (L1)

NExperience: 1-3 Years

NKey Responsibilities:

N

n
- 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:

N

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

nSoft Skills:

N

n
- Strong communication skills
N
- Customer-focused approach
N
- Problem-solving and analytical skills
N
- Ability to work in rotational shifts
N
- Team player with valuable interpersonal skills
N

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