Role Overview

We are looking for a Service Desk Analyst
to provide first-line support for business applications. The role involves
handling incidents and service requests, performing initial troubleshooting,
resolving common issues, and escalating complex cases to Level 2 support teams.

Key Responsibilities

• Serve as the first point of contact for application users.

• Log, acknowledge, and manage incidents and service requests.

• Validate reported issues and assess business impact.

• Perform first-line troubleshooting and resolution.

• Handle user access requests, password resets, data lookups, and
routine application support activities.

• Apply known fixes and workarounds using knowledge base articles
and standard operating procedures.

• Document troubleshooting steps and resolutions.

• Escalate unresolved issues to Level 2 teams with complete
diagnostic details.

• Ensure timely communication and status updates to stakeholders.

Required Skills

• Experience in Service Desk or Application Support environments.

• Solid troubleshooting and analytical skills.





• Familiarity with ticketing/ITSM tools.

• Knowledge of incident and service request management processes.

• Excellent communication and customer service skills.

• Understanding of ITIL processes is preferred.

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, or related field.

• Experience supporting enterprise applications.

Keywords for Sourcing

Service Desk, Help Desk, Application
Support, IT Support, Production Support, Incident Management, ITSM, ServiceNow,
Jira, L1 Support, Technical Support.

NOTE : ROTATIONAL SHIFT

Requirements
A profile should ideally have all of the following:

• ✅ Service Desk / Help Desk / L1 Support experience

• ✅ Application Support experience

• ✅ Incident Management

• ✅ Service Request Management

• ✅ First-level troubleshooting and issue resolution

• ✅ Hands-on ITSM/Ticketing tool

• ✅ User access / password reset / routine support ex

📌 Service Desk Analyst (Bengaluru)
🏢 Innover Digital
📍 Bengaluru