Service Desk (L1 Support) IT Technical Support
Job Description
Job Description: Service Desk Analyst (L1)
Job Title: Service Desk Analyst – L1
Location: Pune and Bangalore
Experience: 1–5 Years
Qualification: Graduate
Salary: ₹3.5–5.0 LPA, depending on experience
Shift: Night shifts; rotational shifts in a 24×7 support environment
Contact Person: Salma
Job Summary
We are looking for a customer-focused Service Desk Analyst to provide first-level technical support for IT-related issues. The role involves troubleshooting technical problems, managing service requests, supporting enterprise applications, and ensuring customer satisfaction while adhering to ITIL best practices and Service Level Agreements (SLAs).
Key Responsibilities
Provide Level 1 technical support through phone calls, chat, and email.
Troubleshoot issues related to Active Directory (AD), Azure Active Directory (Azure AD), Microsoft 365 (O365), Microsoft Teams, SharePoint, OneDrive, Outlook, VPN, and networking.
Handle password resets, account unlocks, mailbox setup, and synchronization issues.
Provide support for Windows operating systems, Microsoft Office applications, and mobile platforms, including iOS and Android.
Diagnose and resolve common hardware, software, and connectivity issues as applicable to the service desk.
Maintain accurate documentation of incidents, service requests, and troubleshooting steps.
Ensure compliance with SLAs and provide timely updates to customers.
Follow established IT service management processes and escalate unresolved issues to the appropriate support teams.
Required Skills and Qualifications
Graduate in any discipline; a degree in IT or Computer Science is preferred.
Experience in IT Service Desk or Technical Support.
Knowledge of Active Directory, Microsoft 365, Exchange Administration, Microsoft Teams, and SharePoint.
Troubleshooting skills in Windows OS, Microsoft Office, web browsers, and basic networking.
Familiarity with Outlook, VPN, OneDrive, and account administration.
Strong communication and customer service skills.
Good analytical, troubleshooting, and problem-solving abilities.
Familiarity with ITIL processes is preferred.
Other Requirements
Willingness to work night shifts and rotational shifts.
Ability to work in a 24×7 support environment.
Strong focus on customer satisfaction and timely issue resolution.
Salary and Benefits
Annual CTC: ₹3.5–5.0 LPA, depending on experience.
Other benefits: Not specified in the original posting.
How to Apply
Interested candidates can send their updated resumes to:
Email: salma.s@liveconnections.in
Contact Person: Salma
Phone: +91 82971 31110
