Job Description

Relevant Experience:- 2 Years

keyskills:- MS Office, Presentation Skill, Computer Knowledge, Email Writing, Good Communication Skills

Minimum Qualification:- Graduate

Total Opening:- 2

:-

Key Responsibilities:

Login, update, and manage

support tickets

using tools like

ServiceNow/JIRA,/Freshdesk/Zendesk or Remedy

Classify tickets based on

priority, urgency, and impact

Provide

Level 1 support

for incidents, service requests, and queries Monitor

SLA compliance

and ensure timely resolution or escalation Escalate unresolved tickets to

L2/L3 teams

with proper documentation Communicate clearly with end users via

email, phone, or chat

Maintain accurate ticket notes, resolution steps, and closure details Follow

ITIL processes

for Incident, Request, and Problem Management Prepare basic

daily/weekly ticket reports

and dashboards Support audits by maintaining proper ticketing records.

Technical Skills

Hands-on experience with

ticketing tools

(ServiceNow / JIRA / Freshdesk / Zendesk etc.) Understanding of

ITIL framework

Basic knowledge of: Windows OS / MS Office Email systems (Outlook) Network basics (VPN, LAN, Wi-Fi - basic level)

Soft Skills

Strong

communication and customer-handling skills

Ability to work under

SLA pressure

Good documentation and follow-up skills Willingness to work in

shifts / 24x7 environment

(if required)

Experience

1-2 years

experience in

Service Desk / Helpdesk / Ticketing Operations

Career Growth

Service Desk Analyst (L2) Incident Manager IT Support Analyst Operations Lead
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Job Type: Full-time

Pay: ?15,000.00 - ?35,000.00 per month

Language:

English (Preferred)
Work Location: In person