? We’re hiring for a Service Desk Analyst – L2 role for one of our clients.
? Location: Bangalore
? Work mode: On-site
⏰ Shift: 2:00 PM to 11:00 PM IST
? Experience: 2 to 4 years
? CTC: ₹8 to ₹10 LPA
? Notice period: Candidates who can join within 15 days are preferred The selected candidate will be part of the client’s Global IT and Service Desk team, providing advanced technical support and handling complex incidents in an enterprise environment.
Key responsibilities
- Resolve L2 incidents through advanced troubleshooting
- Manage ServiceNow queues and ensure SLA compliance
- Handle escalations and support major incident management
- Perform root cause analysis and contribute to service improvements
- Provide support for Microsoft 365, Teams, Outlook, Windows 10/11 and Active Directory
- Work closely with Infrastructure, Network, Security and Application teams
- Create and maintain knowledge articles and technical documentation
- Guide and support L1 Service Desk analysts
- Provide clear updates to stakeholders and end users
Mandatory skills and experience
- Hands-on experience with ServiceNow or another ITSM platform
- ITIL Foundation certification
- Experience with Microsoft Teams
- 2 to 4 years of experience in Service Desk or Technical Support
- Experience handling complex incidents and escalations
- Strong communication and customer-handling skills
- Experience supporting enterprise or global environments
Positive to have
- Active Directory and Microsoft Entra ID
- Microsoft 365 and Outlook
- Windows 10/11 administration
- VPN and networking fundamentals
- Endpoint support and device management
- Incident, Problem and Change Management