Job DescriptionService Desk Analyst (L1) - Job Description
nJob Title: Service Desk Analyst (L1)
nExperience: 1-3 Years
nKey Responsibilities:
n
- n
- Provide Level 1 technical support via phone, email, chat, and ticketing tools.n
- Diagnose and resolve hardware, software, network, and application-related issues.n
- Perform password resets, account unlocks, and user account administration.n
- Create, update, and manage incident and service request tickets.n
- Escalate unresolved issues to L2/L3 support teams as per defined procedures.n
- Ensure compliance with SLAs and maintain ticket quality.n
- Document troubleshooting steps and update knowledge base articles.n
- Deliver excellent customer service and maintain high customer satisfaction.n

nTechnical Skills:
n
- n
- Windows OS and Microsoft Office Suiten
- Active Directoryn
- ServiceNow or other ITSM toolsn
- Basic Networking (TCP/IP, DNS, DHCP)n
- Remote Desktop Supportn
- Incident and Request Managementn

nSoft Skills:
n
- n
- Strong communication skillsn
- Customer-focused approachn
- Problem-solving and analytical skillsn
- Ability to work in rotational shiftsn
- Team player with positive interpersonal skillsn

n

📌 Service Desk Analyst (Karnataka)
🏢 HCLTech
📍 Karnataka