Service Desk (L1 Support) IT Technical Support
Job Description
Job Description – Service Desk Analyst (L1)
Job Title: Service Desk Analyst (L1)
Location: Pune / Bangalore
Employment Type: Full-Time
Qualification: Graduate (IT/Computer Science preferred)
Experience: 1–5 Years (Minimum 12–18 months relevant experience)
Shift: Night Shift / 24×7 Rotational Environment
Salary: ₹3.5 – ₹5.0 LPA (Based on experience)
Job Summary
We are seeking a Service Desk Analyst (L1) to provide first-level IT technical support to end users through voice, chat, and email channels. The ideal candidate should possess strong troubleshooting skills, excellent customer service abilities, and hands-on experience supporting Microsoft technologies while adhering to ITIL best practices.
Key Responsibilities
Service Desk Support
Provide first-level technical support via calls, chats, and emails.
Log, prioritize, and resolve incidents and service requests.
Deliver excellent customer service while ensuring timely issue resolution.
Escalate unresolved incidents to appropriate support teams.
Microsoft 365 & Identity Management
Support Active Directory (AD) and Azure Active Directory (Azure AD).
Perform password resets, account unlocks, and user account management.
Configure and troubleshoot Microsoft 365 user accounts.
Assist with mailbox creation, migration, and synchronization issues.
Microsoft Collaboration Tools
Troubleshoot and support:
Microsoft 365 (O365)
Microsoft Teams
SharePoint Online
OneDrive
Microsoft Outlook
Resolve email, calendar, and collaboration-related issues.
Desktop & Operating System Support
Troubleshoot Windows operating system issues.
Support Microsoft Office applications.
Resolve browser-related issues.
Assist users with desktop software and configuration problems.
Network & Remote Connectivity Support
Troubleshoot VPN connectivity issues.
Diagnose basic networking problems.
Support remote users with connectivity and access issues.
Mobile Device Support
Provide support for:
iOS devices
Android devices
Assist with email configuration and mobile application issues.
Incident & SLA Management
Maintain accurate incident documentation within the ticketing system.
Ensure all tickets meet defined Service Level Agreements (SLAs).
Keep customers informed with timely updates on ticket progress.
Follow ITIL-based incident management processes.
Required Technical Skills
Identity & Access Management
Active Directory (AD)
Azure Active Directory (Azure AD)
Microsoft Technologies
Microsoft 365 (Office 365)
Exchange Online Administration
Microsoft Teams
SharePoint Online
OneDrive
Microsoft Outlook
Microsoft Office Suite
Operating Systems
Microsoft Windows
Networking
Basic networking concepts
VPN troubleshooting
Internet connectivity troubleshooting
Mobile Platforms
iOS
Android
IT Service Management
IT Service Desk operations
Ticketing systems
Incident Management
Service Request Management
SLA management
ITIL knowledge (preferred)
Required Experience
1–5 years of overall experience.
Minimum 12–18 months of experience in:
IT Service Desk
Technical Support
Help Desk
Desktop Support
Educational Qualification
Graduate (Mandatory)
Preferred: Bachelor’s degree in:
Information Technology
Computer Science
Computer Applications
Related technical discipline
Required Skills
Technical Skills
Troubleshooting Windows OS.
Knowledge of Microsoft 365 administration.
Understanding of Active Directory and Azure AD.
Basic networking fundamentals.
Experience supporting collaboration tools.
Soft Skills
Excellent verbal and written communication skills.
Strong customer service orientation.
Analytical and problem-solving abilities.
Good documentation skills.
Ability to prioritize multiple support requests.
Team player with a proactive attitude.
Work Schedule
Night Shift
Rotational shifts in a 24×7 support environment
Salary
₹3.5 – ₹5.0 LPA (Based on experience and interview performance)
Work Locations
Pune
Bangalore
How to Apply
Interested candidates can send their updated resume to:
Email: salma.s@liveconnections.in
Contact Person: Salma
Phone: +91 82971 31110
