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Gigaops Global Solutions
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Service Desk Analyst L1

Service Desk Analyst L1

Gigaops Global Solutions

0 - 1 years

|

3 - 5 Lacs

Posted:4 hours ago| Platform:

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Skills Required

Ticketing Helpdesk VPN Active directory DNS Windows Troubleshooting SCCM Information technology Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

IT Service Desk Analyst (L1) About the Opportunity

A leading player in the Information Technology services & managed infrastructure sector, we deliver end-to-end workplace support and digital operations for enterprise clients worldwide. Join our on-site IT Service Desk team in India and help keep mission-critical systems reliable, secure, and productive for thousands of users.

Role & Responsibilities

Provide first-line technical support for Windows, Office 365, hardware, peripherals, and basic network issues via phone, email, and walk-up channels.
Log, prioritise, and track incidents and service requests in an ITSM platform, following ITIL L1 workflows and SLAs.
Perform initial diagnosis, resolve up to 70% of tickets, and escalate complex problems to L2/L3 engineers with clear documentation.
Manage user accounts, access permissions, asset inventories, and software installations in line with security and compliance policies.
Create and maintain knowledge-base articles, FAQs, and user guides; coach end-users on best practices.
Monitor system alerts, execute daily health checks, and identify recurring issues to drive continual service improvement.

Skills & Qualifications Must-Have

0-1 of Service Desk or Helpdesk experience supporting Windows 10/11 and Office 365 environments.
Proficiency with Active Directory, password resets, remote desktop tools, VPN, and basic TCP/IP & DNS troubleshooting.
Hands-on experience with ITSM ticketing suites such as ServiceNow, Remedy, or Freshservice.
Excellent English communication skills, customer-centric attitude, and ability to thrive under high call volumes.
Willingness to work rotational shifts and provide on-site support in India.

Preferred

ITIL v3/v4 certification or formal training.
Exposure to SCCM/Intune imaging and patch management.
Basic PowerShell scripting for automation.

Benefits & Culture Highlights

Clear career progression to L2/L3, cloud, and cybersecurity support tracks in a fast-growing tech organisation.
Company-funded certifications and continuous learning programs.
Inclusive, collaborative workplace with modern labs, recreational zones, and on-site cafeteria.

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