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

Strong communication skills

Customer-focused approach

Problem-solving and analytical skills

Ability to work in rotational shifts

Team player with positive interpersonal skills

📌 Service Desk Analyst (Dharwad)
🏢 HCLTech
📍 Dharwad