ServiceDesk Analyst L1

3 days ago

Hyderabad, Telangana, India algoleap Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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.

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