IT Helpdesk Technician

Job Description

Job Title: Service / Help Desk Analyst – L1 Location: Hyderabad Workplace Type: Onsite Shift: Night Shift (US Time Zone) Experience Required: 6+ Years Notice Period: Immediate Joiners Preferred Interview Mode: Face-to-Face (F2F) Job Overview: We are looking for a proactive and customer-focused L1 Service / Help Desk Analyst to join our IT support team. This role requires providing first-level technical support, resolving routine issues, and escalating more complex problems to the appropriate support levels. The ideal candidate should have strong communication skills, basic technical knowledge, and a passion for delivering excellent service. Key Responsibilities:Service Support: Provide L1 technical support via phone, email, and chat. Respond to incidents and service requests in alignment with defined SLAs. Log and track all interactions and incidents using ITSM/ticketing tools. Troubleshoot basic issues related to hardware, software, and network connectivity. Escalate unresolved or recurring issues to L2/L3 teams for further action. Documentation & Communication: Maintain accurate documentation for all support cases and solutions. Create and update knowledge base (KB) articles for recurring issues. Communicate clearly and empathetically with users to resolve technical concerns. Collaborate with higher-tier support teams to ensure timely issue resolution. Job Type: Full-time Pay: ₹700,000.00 - ₹1,100,000.00 per year Shift: Day shift Night shift Rotational shift Work Days: Monday to Friday Experience: Remote Support: 4 years (Required) ITSM Tools: 3 years (Required) IT: 5 years (Required) Work Location: In person