IT Analyst

Job Description

Position Overview

The Service Desk Engineer (L1) provides frontline technical support to end users, focusing on password resets, access management, software installations, and delivering clear and effective communication. This role ensures timely resolution of basic IT issues and supports smooth daily operations.

Key Responsibilities

• Password & Account Support
• Perform password resets for users across multiple systems and applications.
• Assist with account unlocking and user identity verification.
• Follow security and compliance guidelines for credential management.
• Access Management
• Process new access requests, permission changes, and access removal.
• Create or modify user accounts in systems such as Active Directory / Azure AD (if applicable).
• Ensure access requests comply with organizational approval workflows.
• Software Installation & Support
• Install and configure standard office or business software on user systems.
• Troubleshoot basic software-related issues (installation errors, configuration issues, etc.).
• Coordinate with L2/L3 teams for application-related escalations if needed.
• User Communication & Ticket Handling
• Respond to user queries via phone, email, chat, or ticketing system.
• Log all interactions accurately into the ticketing tool with proper details.
• Communicate clearly, professionally, and proactively with users about progress and resolutions.
• Close tickets within defined SLA timelines.
  
  

Required Skills

• Good understanding of:
• Password reset procedures
• User account and access provisioning
• Basic software installation
• Strong communication skills (verbal and written).
• Ability to follow standard procedures and security guidelines.
• Customer-focused mindset and positive attitude.
  

Preferred Skills (Nice To Have)

• Experience with Active Directory, Azure AD, or similar access tools.
• Familiarity with ticketing platforms like ServiceNow, Freshservice, JIRA, or Zoho Desk.
• Basic Windows OS troubleshooting knowledge.
  
  

Education & Experience

• Diploma/Graduate degree in IT, Computer Science, or related field.
• 0–2 years of experience in IT support or service desk roles (freshers with good communication are also suitable).
  
  

Qualifications

B Tech

Range Of Year Experience-Min Year

0

Range Of Year Experience-Max Year

2
Skills Required
Active Directory, Servicenow, Azure Ad, Jira