IT Analyst

Infinite Computer Solutions; Hyderabad; Hybrid; INR 350,000 - 600,000; Full time

Job summary

Infinite Computer Solutions is seeking a skilled L2 – Service Desk Analyst in Hyderabad/Noida for 24x7 hybrid/remote/on-site support. You will handle Level 1-2 ticket flow, diagnose basic hardware/software issues, and guide users toward self-help options.

The role requires 2–7 years of experience, a IT/CS degree, ITIL knowledge, and strong English communication. Night/weekend shifts are required, with hybrid work arrangements.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Familiarity with ITSM platforms (e.g., ServiceNow).
• Strong understanding of Windows OS, basic networking, and enterprise applications.
• ITIL Foundation knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.

Responsibilities

• Enable and guide end users in using self-help tools for basic software and hardware issues.
• Support incident and service request reporting.
• Assist with password reset tools and account recovery processes.
• Respond to how-to queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, Outlook issues).
• Log, categorize, and track incidents and requests to closure.
• Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
• Run diagnostics and perform remote support for complex incidents.
• Coordinate field services for part ordering and desk-side visits as per client policies.
• Ensure proper documentation and escalation to Level 2 support when necessary.

Skills

Service Desk

Windows OS

Networking basics

ITIL Foundation

ServiceNow

Remote desktop

SOPs creation

Troubleshooting

English communication

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

Job Description

Job Title: L2 – Service Desk Analyst

Skills & Requirements

Job Type: Service Desk Engineer

Base Location: [Hyderabad/Noida] (24x7 Hybrid / Remote / Onsite Support)

Experience: 2 - 7 Years

Shift Timing: Rotational (24x7x365 coverage)

Prerequisite: Must be open to night shifts and weekend coverage

Range of Year Experience – 2 – 7 Years

RTO – Hybrid Model

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

Familiarity with ITSM platforms (e.g., ServiceNow)

Strong understanding of Windows OS, basic networking, and enterprise applications.

Excellent communication skills in English (written and verbal).

• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.

Role Summary

We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users.

This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

Key Responsibilities

• Enable and guide end users in using self-help tools for basic software and hardware issues.
• Support incident and service request reporting.
• Assist with password reset tools and account recovery processes.
• Respond to “how-to” queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting).
• Log, categorize, and track incidents and requests to closure.
• Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
• Run diagnostics and perform remote support for complex incidents.
• Coordinate field services for part ordering and desk-side visits as per client policies.
• Ensure proper documentation and escalation to Level 2 support when necessary.

Qualifications

B tech

Range Of Year Experience-Min Year

2

Range Of Year Experience-Max Year

7