L1 Service Desk Analyst

3 days ago

Bengaluru, Karnataka, India Safebox Ventures Full time ₹ 9,000 - ₹ 1,56,000 per year

Summary:

We are seeking a motivated and detail-oriented L1 Service Desk Analyst to join our support team. If you have a basic understanding of SAP, excellent customer service skills, and strong written and verbal English communication, we encourage you to apply. Experience working with US/EU companies is preferred. This is a great opportunity for someone looking to start or grow their career in IT support, contributing to efficient service delivery and end-user satisfaction. If you meet these requirements, we look forward to receiving your application

Key Responsibilities:

  • Provide first-line support for SAP-related user issues, utilizing basic SAP knowledge to troubleshoot and resolve simple problems.

  • Log, categorize, and prioritize support tickets accurately in the incident management system.

  • Route tickets to appropriate L2 or L3 teams as needed, ensuring efficient issue escalation.

  • Maintain clear and professional communication with end users, providing updates and resolutions in a courteous and customer-focused manner.

  • Assist users with password resets, access requests, and other standard service requests.

  • Follow established processes and workflows to ensure timely ticket resolution and documentation.

  • Support onboarding and training for new users on basic SAP functionalities.

  • Contribute to continuous improvement by documenting common issues and solutions, and suggesting process enhancements.

  • Maintain a positive customer service orientation, ensuring a high level of end-user satisfaction.

Qualifications:

  • Basic understanding of SAP systems and support processes.

  • Prior experience in ticket logging, routing, and managing support tickets.

  • Strong customer service orientation with excellent communication skills (written and verbal).

-Ability to troubleshoot common SAP issues and answer user queries efficiently.

  • Familiarity with incident management tools and ticketing systems.

-Good organizational skills and attention to detail.

-Ability to follow established procedures and workflows.

-Basic IT knowledge and familiarity with helpdesk support environments.

  • Educational background in Information Technology, Computer Science, or related fields; relevant certifications are a plus.

  • A proactive attitude and a customer-focused mindset.

  • Strong written and verbal English (required)

Rate: $9-13 USD/hour

Job Type: Full-time

Pay: ₹ ₹1,066.00 per hour

Application Question(s):

  • In which Industries do you have experience?
  • Please specify your experience with any US /EU companies. If none, please state "none."
  • This role interview and primarily works in English, and requires strong written and verbal English skills. Please state your English level, and confirm your resume has been submitted in English.
  • This role requires that you maintain partial overlap with the US time zones for 2-3 hours daily to support real time collaborations. Please specify which hours during 9am -5 pm EST you are able to overlap.

Education:

  • Bachelor's (Required)

Experience:

  • SAP (Basic ) /Support Processes : 1 year (Required)
  • Customer Orientation: 1 year (Required)
  • Incident management tools / ticketing systems.: 1 year (Required)
  • Help Desk and Support Environment: 1 year (Required)
  • SAP Troubleshoot: 1 year (Required)

Language:

  • English at the B2 or better level (Required)

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