What success looks like in this role:

Job Summary
We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).
Key Responsibilities
• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
• Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
• Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
• Maintain accurate documentation of issues, resolutions, and support activities.




• Follow ITIL processes for Incident, Request, and Problem Management.
• Ensure timely resolution in accordance with defined SLAs.

Assist users with remote access, VPN, hardware setup, and software installations

You will be successful in this role if you have:
Required Skills:
• Knowledge of Windows 10/11 operating systems.
• Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Knowledge of Active Directory and password management.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Robust troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused attitude.

Preferred Qualifications
• Bachelor's degree
• Microsoft certifications are an added advantage.

Experience
1-3 Years of experience in Service Desk, Technical Suppor

📌 Technical Service Desk Analyst (Bengaluru)
🏢 Unisys
📍 Bengaluru