– Service Desk Analyst (L1 / L2)

Role Summary

Provide Level 1 and Level 2 IT support to end users by resolving technical incidents and service requests within defined SLAs while ensuring a high level of customer satisfaction.

Key Responsibilities

- Log, categorize, prioritize, and resolve IT incidents and service requests.
- Provide remote troubleshooting support for desktops, laptops, Microsoft 365, Outlook, Teams, VPN, printers, and business applications.
- Manage user accounts and access permissions through Active Directory and related tools.
- Monitor ticket queues, ensure SLA compliance, and escalate unresolved issues to appropriate resolver teams.
- Create and maintain knowledge base articles and technical documentation.
- Participate in shift handovers and operational review meetings.
- Support employee onboarding, offboarding, and IT asset-related activities.
- Identify root causes of recurring technical issues, particularly at the L2 level.
- Coordinate with infrastructure, network, cloud, and application teams to resolve technical issues.

Technical Skills





- Windows 10/11 and Microsoft 365
- Outlook and Microsoft Teams
- Active Directory and Azure AD / Entra ID
- VPN and Citrix
- ServiceNow or other ITSM tools
- Basic networking – DNS, DHCP, TCP/IP
- Remote support and troubleshooting tools

Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- ITIL Foundation certification is preferred.

Experience

- L1: 1–3 years of Service Desk or Help Desk experience.
- L2: 3–6 years of Service Desk, End User Computing (EUC), or Technical Support experience.

Key Competencies

Customer focus, communication, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, and Mean Time to Resolution (MTTR).

📌 Process Lead - Service Desk Support (Pune)
🏢 ManpowerGroup Services India Private
📍 Pune