IT Analyst

Job Title: L2 – Service Desk Analyst

Skills & Requirements

• Job Type: Service Desk Engineer
• Base Location: [Hyderabad/Noida] (24x7 Hybrid / Remote / Onsite Support)
• Experience: 2 -7 Years
• Shift Timing: Rotational (24x7x365 coverage)
• Prerequisite: Must be open to night shifts and weekend coverage
• Range of Year Experience – 2 – 7 Years
• RTO – Hybrid Model
• Bachelors degree in IT, Computer Science, or related field (or equivalent experience).
• Familiarity with ITSM platforms (e.g., ServiceNow)
• Strong understanding of Windows OS, basic networking, and enterprise applications.
• Excellent communication skills in English (written and verbal).

• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.

We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users.

This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

Key Responsibilities

• Enable and guide end users in using self-help tools for basic software and hardware issues.
• Support incident and service request reporting.
• Assist with password reset tools and account recovery processes.
• Respond to how-to queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting).
• Log, categorize, and track incidents and requests to closure.
• Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
• Run diagnostics and perform remote support for complex incidents.
• Coordinate field services for part ordering and desk-side visits as per client policies.
• Ensure proper documentation and escalation to Level 2 support when necessary.

B tech

Range Of Year Experience-Min Year

2

Range Of Year Experience-Max Year

7