ServiceDesk Analyst L1

Job Description ServiceDesk Analyst (5+ Years Experience)
We are looking for an experienced ServiceDesk Analyst with 5+ years of expertise in IT support and customer service. The ideal candidate will deliver high-quality technical support, ensure SLA adherence, and drive service excellence across multiple channels.Key Responsibilities

• Provide L1/L2 support for incidents, requests, and service queries via phone, email, chat, and portal.
• Prioritize, troubleshoot, and resolve issues related to hardware, software, networks, and enterprise applications.
• Ensure timely escalation of unresolved issues to appropriate support teams.
• Monitor ticket queues and enforce SLA compliance for all incidents and requests.
• Validate and follow up on aging tickets to ensure timely closure and avoid SLA breaches.
• Maintain and update knowledge base articles and process documentation.
• Collaborate with cross-functional teams to enhance user experience and service delivery.
• Drive ServiceDesk initiatives and collaborate with stakeholders to take them forward.
  

Required Skills & Experience

• Minimum 5 years of ServiceDesk / IT Support experience.
• Strong knowledge of ITIL processes (Incident, Request, Problem, Change).
• Hands-on experience with ITSM tools (ServiceNow preferred).
• Proficiency in Windows, Office 365, remote troubleshooting, and other enterprise applications.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to work in shifts and under pressure while maintaining professionalism.
  

Preferred

• ITIL Foundation certification.
• Experience in automation, self-service portals, or AI-driven support tools.
  

Additional Information

• The role requires working from the office as per shift requirements.