Service Desk Analyst (L1)

About the role

We are looking for a proactive L1 Service Desk Analyst to be the first point of contact for IT support in our Chennai office. The role involves handling service requests, troubleshooting hardware and software issues, and ensuring timely resolution or escalation. Strong communication and a customer‑centric attitude are essential.

Key responsibilities

• Receive and log IT support requests via phone, email, chat or ticketing system.
• Perform first‑line troubleshooting, including password resets, printer configuration, software support and basic break/fix tasks.
• Document, prioritize and track incidents and service requests in ServiceNow.
• Escalate unresolved issues to Level 2/Level 3 teams following defined procedures.
• Install, configure and support software applications according to user requirements.
• Carry out routine system updates, testing and maintenance activities.
• Monitor incident trends and suggest preventive measures or process improvements.
• Create and maintain user guides, knowledge‑base articles and support documentation.

Required profile

• Bachelor’s degree in Computer Science, IT or related field (preferred).
• Minimum 2 years of hands‑on experience in a Service Desk or IT support environment.
• Mandatory experience with ServiceNow ticketing tool.
• Fluent in written and spoken English.
• ITIL Foundation or relevant certifications are a plus.

Required skills

• Strong knowledge of Windows and macOS operating systems.
• Experience diagnosing and resolving hardware and software issues.
• Familiarity with ITSM processes and ServiceNow.
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Hardware installation, configuration and troubleshooting.
• Understanding of IT security principles and best practices.
• Support for office productivity tools and standard enterprise applications.