Job Description

A Level 1 (L1) Service Desk Analyst is the initial point of contact for users needing technical assistance, providing support and troubleshooting for basic IT issues. They resolve common problems, escalate complex issues to higher tiers, and maintain records of user interactions and resolutions. Key Responsibilities:

First Point of Contact:

Receiving and logging service requests and incidents through various channels (phone, email, web portal).

Troubleshooting and Resolution:

Diagnosing and resolving basic technical issues related to hardware, software, and network problems, often following established scripts or knowledge base articles.

Escalation:

Identifying and escalating complex or unresolved issues to higher-level support teams (L2, L3).

Documentation:

Accurately recording all interactions, troubleshooting steps, and resolutions in the ITSM (IT Service Management) system.

Customer Service:

Providing excellent customer service and maintaining a positive and helpful attitude throughout the interaction.

Knowledge Management:

Contributing to and maintaining the knowledge base by documenting common issues and their resolutions.

Following Procedures:

Adhering to established service desk processes, procedures, and service level agreements (SLAs).

Hardware and Software Management:

Assisting with basic hardware and software installations, configurations, and deployments.

Communication:

Effectively communicating with users, providing updates on the status of their requests, and ensuring clear and concise communication of technical information.
Skills and Qualifications:

Technical Skills:

Basic understanding of computer hardware, software, operating systems, and networking concepts.

Troubleshooting Skills:

Ability to diagnose and troubleshoot basic technical issues using various tools and techniques.

Communication Skills:

Excellent verbal and written communication skills to effectively interact with users and document issues.

Customer Service Skills:

Ability to provide excellent customer service and maintain a positive attitude.

Organizational Skills:

Ability to manage multiple tasks, prioritize requests, and maintain accurate records.

Problem-Solving Skills:

Ability to analyze information, identify potential solutions, and implement them effectively.
Job Type: Full-time

Pay: ?18,500.00 - ?25,000.00 per month

Benefits:

Provident Fund
Ability to commute/relocate:

Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

How many days notice period do you have? What is your current salary? What is your salary expectation? ( budget 2.3 - 3 LPA) Do you have experience in any international Client support? Willing to work onsite ?
Experience:

IT service service desk: 1 year (Preferred)
Language:

English (Preferred)
Shift availability:

Day Shift (Preferred) Night Shift (Preferred) Overnight Shift (Preferred)
Work Location: In person