Job Summary:
We are looking for a proactive L1 Service Desk Analyst to provide first-level
technical support to our outstation clients. The ideal candidate will be
responsible for troubleshooting IT-related issues, resolving queries, and
escalating complex problems to higher support levels when necessary.

• Key Responsibilities:
  o Act as the first point of contact for IT service requests and incidents via
  phone, email, or chat.
  o Diagnose and troubleshoot basic technical issues related to hardware,
  software, and networking.
  o Log all support requests into the ticketing system and ensure proper tracking
  and resolution.
  o Provide step-by-step assistance to users for system access, password
  resets, and software installations.
  o Escalate unresolved issues to the L2/L3 support team while ensuring timely
  follow-ups.
  o Maintain a knowledge base with common troubleshooting steps and FAQs.
  o Ensure adherence to Service Level Agreements (SLAs) for response and
  resolution times.
  o Document incident resolution details to improve future support processes.
  o Collaborate with cross-functional teams to improve service quality and
  efficiency.
• Key Skills & Requirements:
  o Excellent communication skills in English (verbal and written); knowledge of
  additional languages is a plus.

o Strong problem-solving skills with a customer-first approach.
o Ability to work in night shift, including weekends, if required.
o Bachelor’s degree in any manner- Computer Science, IT, or a related field
(preferred).
o Strong understanding of Windows/Mac OS, MS Office, and remote desktop
applications.
o Basic knowledge of networking (LAN, WAN, VPN), printers, and mobile
device management.

Why Join Us?
o Competitive salary and performance-based incentives.
o Opportunity to work with international clients and gain global exposure.
o Continuous learning and upskilling programs.
o Dynamic work environment with career growth opportunities.

CTC : 1.8Lakhs per annum & above