Service Desk Analyst - L1

Service Desk Analyst Level 1 | IT Helpdesk

Location: Hiranandani Powai, Mumbai

Shift: 24x7 Rotational (US Support Environment)

About the Role

We are looking for a Service Desk Analyst L1 to join our centralized IT Service Desk supporting clinical and corporate users across multiple locations.

This role will be the first point of contact for IT support, responsible for logging, troubleshooting, and resolving technical issues related to hardware, software, accounts, and enterprise applications.

The ideal candidate will have experience in IT helpdesk / service desk environments, strong troubleshooting skills, and the ability to deliver a high-quality support experience in a fast-paced environment.

Key Responsibilities

Ticket Management & Support

Receive and log incidents and service requests via phone, ITSM portal, and chat.

Accurately categorize, prioritize, and document tickets.

Maintain proper documentation of troubleshooting steps and resolution updates.

Technical Troubleshooting

Provide first-level support for:

• Password resets, account unlocks, and MFA issues
• Workstation, laptop, and mobile device troubleshooting (Windows, iOS, Android)
• Hardware peripherals (monitors, printers, docking stations, keyboards)
• Microsoft 365 applications including Outlook, Teams, and Exchange
• Network connectivity issues including Wi-Fi and VPN
• Printer support and remote device diagnostics

Escalation Management

• Escalate unresolved issues to L2/L3 support teams with proper documentation.
• Follow defined escalation procedures and runbooks.

Customer Support

• Provide professional, empathetic support to end users.
• Communicate clearly with both technical and non-technical users.
• Ensure timely resolution and high customer satisfaction.

Tools & Technologies

Candidates should have exposure to tools such as:

• ServiceNow (ITSM ticketing)
• Microsoft Teams
• Active Directory
• Azure AD
• Microsoft 365 Admin Center
• Intune
• Remote support tools (BeyondTrust / Bomgar)
• Printer management tools

Experience

• 12 years of experience in IT Service Desk / Help Desk support
• Experience supporting remote or hybrid workforce environments

Technical Skills

• Strong knowledge of Windows OS and Office 365
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
• Familiarity with ticketing systems like ServiceNow

Soft Skills

• Strong verbal communication skills
• Ability to handle high-volume support environments
• Excellent troubleshooting and multitasking abilities
• Strong documentation and process adherence

Preferred

• Experience supporting healthcare or clinical environments
• Exposure to enterprise IT support tools and systems