Service Desk Analyst (L1 Desk)
HTC Global Services
Date: 2 weeks ago
City: Hyderabad, Telangana
Contract type: Full time
About The Role
We are seeking an Service Desk Analyst (L1 Desk) with minimum 2+ years of experience in an IT support/help desk environment.
Requirements
We are seeking an Service Desk Analyst (L1 Desk) with minimum 2+ years of experience in an IT support/help desk environment.
Requirements
- Exposure to a ticketing system for example ServiceNow and Remedy.
- Act as the first point of contact for users reporting IT issues or requesting services.
- Log, categorize and prioritize incidents and service requests in the ITSM tools.
- Expertise in Troubleshooting and resolving technical issues related to hardware, software, networks and user accounts.
- Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
- Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
- Ensure accurate documentation of all user interactions and solutions provided.
- Following ITIL-aligned processes such as Incident Management, Request Fulfilment and Access Management.
- Maintaining awareness of service desk procedures, SLAs and support protocols.
- Participate in shift-based rotations to ensure 24x7 coverage where required.
- Providing excellent customer service and maintain a high level of user satisfaction.
- Assist in identifying recurring issues and contribute to knowledge base updates.
- Experience supporting end-users remotely in a fast-paced environment.
- Equivalent work experience may be considered in lieu of formal education.
- Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
- Ability to multitask and handle a high volume of support requests.
- Customer-focused attitude with a calm and patient demeanor.
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