Job Description

Service Desk Analyst (L1) - Job Description

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Job Title: Service Desk Analyst (L1)

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Experience: 1-3 Years

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Key Responsibilities:

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

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

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- Solid communication skills
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- Customer-focused approach
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- Problem-solving and analytical skills
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- Ability to work in rotational shifts
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- Team player with good interpersonal skills
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📌 Service Desk Analyst (Bengaluru)
🏢 HCLTech
📍 Bengaluru