Service Desk Analyst (SD L1)

About the role

The Service Desk Analyst (SD L1) will provide first‑line IT support to end users in Hyderabad. Working under guidance, you will troubleshoot hardware, software and connectivity issues, handle service requests, and ensure tickets are resolved within SLA targets.

Responsibilities

• Guide users through basic steps to restore functionality and resolve incidents.
• Troubleshoot hardware, software, and network problems using remote access tools.
• Escalate complex cases to second‑ and third‑level support teams.
• Process end‑user service requests such as software installations and account administration.
• Maintain ticket lifecycle from creation to closure, keeping users informed.
• Follow Service Desk, security and connectivity policies and contribute to knowledge‑base improvements.

Eligibility

• High School diploma or GED.
• Less than one year of relevant experience.

Skills

• IT support
• Software installation
• Hardware troubleshooting
• Service desk operations
• Remote desktop tools
• Connectivity troubleshooting
• Windows operating system
• Ticketing systems
• Networking basics

Benefits

• Competitive salary ranging from ₹3 LPA to ₹5 LPA.