Service Desk Analyst - L1​/L2 Support Engineer

Job Role
:
Service Desk Analyst / L1 / L2 Support Engineer

Experience
: 3 - 5 Years

Job Location
:
Atlanta / Chennai / Gurgaon

• Serve as the first point of contact for IT incidents and service requests (L1/L2 support).
• Provide technical support for applications, operating systems, hardware, servers, storage, printers, networks, and communication systems.
• Troubleshoot and resolve Level 1 issues; escalated complex cases as required.
• Manage incidents, service requests, and ensure SLA adherence.
• Deliver phone, email, and remote support to onsite and offsite users.
• Handle VIP user support with professionalism and urgency.
• Support audio-visual equipment and perform basic device break-fix tasks.
• Perform basic server, storage, and network-level troubleshooting.
• Document incidents and resolutions accurately for reporting and tracking.
• Prepare daily/weekly/monthly reports and participate in process improvements.
• Collaborate with internal teams to ensure timely resolution.
• Adhere to IT policies, procedures, and ITIL best practices.
• Flexible to work in a 24x7x365 shift environment, including weekends and holidays.

• Strong troubleshooting and analytical abilities.
• Knowledge of IT infrastructure and end-user computing.
• Experience with ITSM tools (e.g., Service Now, BMC Remedy).
• Understanding of ITIL processes (Incident, SLA, Escalation Management).
• Proficiency in Microsoft Office tools (Excel, PowerPoint, O365).
• Excellent verbal and written communication skills.
• Customer-focused approach with strong interpersonal skills.
• Ability to work in fast-paced and dynamic environments.
• Team collaboration and stakeholder coordination skills.

• 3 - 5 years of experience in Service Desk / Helpdesk support.
• Minimum 1 year of professional experience in a Service Desk role.
• Degree or relevant technical training.
• Experience in infrastructure technical support.
• Experience working in an ITIL-driven environment.
• Willingness to work rotational shifts (24x7x365).

• ITIL (Intermediate or above)
• CompTIA+
• AZ-900 (Microsoft Azure Fundamentals)
• MS-900 (Microsoft 365 Fundamentals)
• Azure AD Administration
• CCNA (Preferred)