ServiceDesk Analyst L1

Job Description – ServiceDesk Analyst (5+ Years Experience)

We are looking for an experienced ServiceDesk Analyst with 5+ years of expertise in IT support and customer service. The ideal candidate will deliver high-quality technical support, ensure SLA adherence, and drive service excellence across multiple channels.

Key Responsibilities

• Provide L1 / L2 support for incidents, requests, and service queries via phone, email, chat, and portal.
• Prioritize, troubleshoot, and resolve issues related to hardware, software, networks, and enterprise applications.
• Ensure timely escalation of unresolved issues to appropriate support teams.
• Monitor ticket queues and enforce SLA compliance for all incidents and requests.
• Validate and follow up on aging tickets to ensure timely closure and avoid SLA breaches.
• Maintain and update knowledge base articles and process documentation.
• Collaborate with cross-functional teams to enhance user experience and service delivery.
• Drive ServiceDesk initiatives and collaborate with stakeholders to take them forward.

Required Skills & Experience

Preferred

Additional Information

Skills Required

Servicenow, Enterprise Applications, Itil Processes, Windows, remote troubleshooting , Office 365