We are looking for a Service Desk Analyst to provide first-level technical support to users, troubleshoot IT issues, manage support tickets, and ensure timely resolution of incidents and service requests.

Key Responsibilities

- Provide L1 technical support through calls, email, chat, or ticketing systems.

- Log, categorize, prioritize, and track incidents and service requests.

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

- Assist users with Windows, MS Office/Microsoft 365, email, and basic application issues.

- Handle password resets, account unlocks, and basic access-related requests.

- Resolve incidents within defined SLA timelines.

- Escalate unresolved or complex issues to L2/L3 support teams.

- Maintain proper documentation of incidents, troubleshooting steps, and resolutions.

- Follow ITIL-based incident, request, and escalation processes.

- Monitor ticket queues and ensure timely follow-up on pending tickets.

- Coordinate with infrastructure, application, network, and security teams when required.

- Maintain a qualified and customer-focused approach while assisting users.

- Identify recurring issues and report them to the relevant technical team.

📌 It Service Desk Analyst (Nagpur)
🏢 Ample Softech System
📍 Nagpur