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.

- Strong 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 exposure

- ✅ Ticket documentation and status updates

- ✅ L2 escalation experience

- ✅ Good communication/customer handling skills

Positive Sourcing Titles

Recruiters should search for

Primary titles

- Service Desk Analyst

- Service Desk Executive

- Service Desk Engineer

- Help Desk Analyst

- Application Support Analyst

- Application Support Engineer

- L1 Application Support Engineer

- IT Support Analyst

- Technical Support Engineer

- Production Support Analyst

Secondary titles

- IT Helpdesk Engineer

- IT Support Engineer

- Support Analyst

- L1 Support Engineer

- Desktop Support Engineer (only if application support is also present)

- IT Operations Analyst (only if ticket/incident management is involved)

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