IT Analyst

Infinite; Hyderabad; Hybrid; INR 300,000 - 500,000; Full time

Job summary

Infinite in Hyderabad is seeking a skilled L2 Service Desk Analyst to deliver multi-tier IT support to end users. This role includes Level 1 duties, enabling self-help, resolving basic software and hardware issues, and escalating complex problems as needed.

You will work in a 24x7 hybrid environment with 2-7 years experience, ITIL knowledge, and familiarity with ServiceNow and ITSM platforms. Strong English communication is essential.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• ITIL Foundation knowledge/certification is a plus.
• Experience with ServiceNow or other ITSM platforms.
• Proficient in Windows OS and basic networking.
• Strong English written and verbal communication.

Responsibilities

• Enable and guide end users in using self-help tools for basic software/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 (password resets, 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

ServiceNow ITSM

Windows OS

Networking basics

Enterprise applications

English communication

Remote desktop

Diagnostics tools

SOPs & user guides

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Remote desktop tools

Diagnostic tools

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.