We are looking for a Service Desk Analyst to provide first-level technical support to users, troubleshoot IT issues, manage support tickets, and ensure timely resolution of incidents and service requests.

Key Responsibilities
Provide L1 technical support through calls, email, chat, or ticketing systems.
Log, categorize, prioritize, and track incidents and service requests.
Troubleshoot issues related to desktops, laptops, applications, printers, networks, and user access.
Assist users with Windows, MS Office/Microsoft 365, email, and basic application issues.
Handle password resets, account unlocks, and basic access-related requests.
Resolve incidents within defined SLA timelines.
Escalate unresolved or complex issues to L2/L3 support teams.
Maintain proper documentation of incidents, troubleshooting steps, and resolutions.
Follow ITIL-based incident, request, and escalation processes.
Monitor ticket queues and ensure timely follow-up on pending tickets.
Coordinate with infrastructure, application, network, and security teams when required.
Maintain a qualified and customer-focused approach while assisting users.
Identify recurring issues and report them to the relevant technical team.

📌 It Service Desk Analyst Nagpur
🏢 Ample Softech System
📍 Nagpur