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.
• Robust 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 Good 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 Analyst (Bengaluru)
🏢 Innover Digital
📍 Bengaluru