Sr Analyst

Job Summary

The Service Desk L1 Engineer serves as the first point of contact for end users, providing technical support for hardware, software, network, and application-related issues. The role is responsible for incident logging, initial troubleshooting, service request fulfillment, and ensuring adherence to SLAs while delivering an excellent customer experience.

Key Responsibilities

Act as the single point of contact (SPOC) for IT support requests via phone, email, chat, and self-service portals Log, categorize, prioritize, and track incidents and service requests using ITSM tools such as Service Now. Perform first-level troubleshooting for hardware, software, operating systems, network connectivity, Outlook, Microsoft Office, Teams, VPN, and printer-related issues. Provide user account support including password resets, account unlocks, and access-related requests. Resolve incidents within defined SLA timelines and ensure accurate documentation of all activities. Escalate unresolved issues to L2/L3 support teams while maintaining ownership until closure. Communicate effectively with users regarding incident status, resolution, and expected timelines. Contribute to knowledge management by utilizing and updating knowledge articles, SOPs, and FAQs. Support ITIL-based Incident, Request, and Problem Management processes.

Skill Requirements

Service Now or any ITSM tool Windows 10/11 Administration Microsoft Office / Office 365 Outlook and Teams Support Active Directory Basics Password & Access Management VPN and Remote Desktop Support Printer and Peripheral Troubleshooting

Other Requirements

Strong verbal and written communication skills Customer-centric approach Problem-solving and analytical skills Ability to work in a 24x7 support environment