Service Desk Analyst (L1 Support)

Role Overview We are looking for a Service Desk Analyst to provide first-line support for business applications. The role involves handling incidents and service requests, performing initial troubleshooting, resolving common issues, and escalating complex cases to Level 2 support teams.

Key Responsibilities

Serve as the first point of contact for application users. Log, acknowledge, and manage incidents and service requests. Validate reported issues and assess business impact. Perform first-line troubleshooting and resolution. Handle user access requests, password resets, data lookups, and routine application support activities.

Apply known fixes and workarounds using knowledge base articles and standard operating procedures. Document troubleshooting steps and resolutions. Escalate unresolved issues to Level 2 teams with complete diagnostic details. Ensure timely communication and status updates to stakeholders.

Required Skills

Experience in Service Desk or Application Support environments. Strong troubleshooting and analytical skills. Familiarity with ticketing/ITSM tools. Knowledge of incident and service request management processes. Excellent communication and customer service skills. Understanding of ITIL processes is preferred.

Preferred Qualifications

Bachelor's degree in Computer Science, IT, or related field. Experience supporting enterprise applications. Keywords for Sourcing Service Desk, Help Desk, Application Support, IT Support, Production Support, Incident Management, ITSM, Service. Now, Jira, L1 Support, Technical Support. NOTE : ROTATIONAL SHIFT Requirements A profile should ideally have all of the following : ✅ Service Desk / Help Desk / L1 Support experience ✅ Application Support experience ✅ Incident Management ✅ Service Request Management ✅ First-level troubleshooting and issue resolution ✅ Hands-on ITSM/Ticketing tool ✅ User access / password reset / routine support exposure ✅ Ticket documentation and status updates ✅ L2 escalation experience ✅ Good communication/customer handling skills Good Sourcing Titles Recruiters should search for: Primary titles Service Desk Analyst Service Desk Executive Service Desk Engineer Help Desk Analyst Application Support Analyst Application Support Engineer L1 Application Support Engineer IT Support Analyst Technical Support Engineer Production Support Analyst Secondary titles IT Helpdesk Engineer IT Support Engineer Support Analyst L1 Support Engineer Desktop Support Engineer (only if application support is also present) IT Operations Analyst (only if ticket/incident management is involved)