L1 Service Desk Analyst

Teceze; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

Teceze in Hyderabad invites fresh graduates to join our IT Helpdesk as L1 support agents, handling calls, emails and tickets to resolve basic IT issues.

You will troubleshoot hardware, software, and connectivity problems, assist with login/passwords, log incidents, and escalate when needed, while upholding SLAs and delivering courteous service.

Qualifications

• 0–1 year of experience in IT support or Service Desk; Freshers welcome.
• Excellent verbal and written English communication.
• Basic computer skills and interest in troubleshooting IT issues.
• Strong customer service and problem-solving skills.
• Willingness to work in rotational shifts, mainly during US business hours.

Responsibilities

• Provide L1 technical support to users via calls, emails, and tickets.
• Troubleshoot basic hardware, software, application, and connectivity issues.
• Assist users with login, password, and other IT-related issues.
• Log and track incidents and service requests in the ticketing system.
• Escalate unresolved issues to appropriate support teams.
• Follow support procedures and meet SLA requirements.
• Maintain professional communication and ensure a good customer experience.

Skills

Verbal communication

Written communication

Customer service

Basic IT knowledge

Troubleshooting

Education

Any graduate

Tools

Ticketing system

Job description

Shift: Rotational shifts, primarily aligned with US business hours

Key Responsibilities:

• Provide L1 technical support to users through calls, emails, and tickets.
• Troubleshoot basic hardware, software, application, and connectivity issues.
• Assist users with login, password, and other common IT-related issues.
• Log and track incidents and service requests in the ticketing system.
• Escalate unresolved issues to the appropriate support teams.
• Follow support procedures and meet SLA requirements.
• Maintain professional communication and ensure a good customer experience.

Requirements:

• Any graduate can apply.
• 0–1 year of experience in IT support or Service Desk. Freshers are welcome.
• Good verbal and written communication skills in English.
• Basic computer knowledge and an interest in troubleshooting IT issues.
• Good customer service and problem-solving skills.
• Willingness to work in rotational shifts, primarily during US business hours.
• Positive attitude and willingness to learn.