Service Desk Analyst L1

The Service Desk Analyst L1 acts as the first point of contact for B2B users facing technical or end-user issues. The role involves first-level troubleshooting, ticket management, documenting resolutions, handling support through calls, portals, email and chat, meeting SLA/TAT requirements, and escalating unresolved issues to the appropriate teams.

Required Skills TIS Service Desk — mandatory skill mentioned Basic IT support knowledge Windows and desktop applications Basic hardware troubleshooting Software troubleshooting IT service desk processes Incident management Ticketing systems Basic networking User account/access issues SLA and TAT understanding Customer service Communication skills Problem-solving Attention to detail Preferred / Additional Skills Technical certifications IT projects Internship experience Customer-service experience Knowledge of ITIL/service management Networking/cloud/cybersecurity knowledge can support future growth, but these are not stated as mandatory requirements.