Job Description: Service Desk L1 Analyst • Role Purpose: To provide initial technical support, troubleshoot, and resolve end-user IT issues, ensuring minimum downtime and high user satisfaction. • Key Responsibilities: o Serve as the first point of contact for all IT-related incidents and service requests. o Provide remote troubleshooting for hardware, software, network, and application issues. o Log, categorize, and prioritize tickets in the ITSM system according to SLA guidelines. o Using MS Teams and other tools to provide remote troubleshooting steps. o Perform basic diagnostics and escalate unresolved issues to L2/L3 teams when necessary. o Assist users with password resets, account unlocks, and access-related tasks. o Install, configure, and support standard desktop applications and operating systems. o Maintain accurate documentation of issues, resolutions, and technical procedures. o Ensure timely follow-up with end users to confirm issue resolution and satisfaction. • Required Skills & Qualifications: o Technical Skills: Basic understanding of operating systems, networks, ticketing systems, and remote support tools. o Soft Skills: Excellent communication (verbal/written), customer service orientation, and problem-solving abilities. o Experience/Education: B.Tech/ B.CA Typically 6 months to 3 years of experience, often requiring a degree in IT or relevant certifications. o Flexibility: Ability to work in a 24/7 environment, including shifts and weekends