Service Desk Analyst

Training Basket; Dadri; On-site; INR 180,000 - 300,000; Full time

Job summary

Training Basket is seeking a Level 1 IT support specialist in India to assist employees and clients via calls, emails, chat, and ticketing systems. You will troubleshoot hardware, software, and network issues, handle logins and configurations, and escalate complex problems to higher support levels.

Strong communication and multitasking are essential. Responsibilities include ticket management, asset tracking, and providing timely remote assistance to ensure a positive user experience and

Qualifications

• Basic knowledge of Windows operating systems.
• Understanding of computer hardware and software troubleshooting.
• Knowledge of networking fundamentals (LAN, WAN, TCP/IP, DNS, DHCP).
• Basic understanding of MS Office and Outlook.

Responsibilities

• Provide Level 1 technical support to employees and clients through calls, emails, chat, and ticketing systems.
• Identify, troubleshoot, and resolve hardware, software, and network-related issues.
• Log, track, prioritize, and manage IT support tickets.
• Assist users with system login, password resets, email configuration, and application access.
• Troubleshoot Windows operating systems, MS Office, printers, and other IT applications.
• Diagnose basic LAN, Wi‑Fi, VPN, and connectivity issues.
• Escalate complex technical issues to L2/L3 support teams when required.
• Monitor open tickets and ensure timely resolution within defined SLAs.
• Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.
• Assist with software installation, system configuration, and basic IT asset management.
• Provide remote support and guide users through technical troubleshooting steps.
• Ensure a positive user experience through effective communication and timely support.

Skills

Windows OS knowledge

Troubleshooting

Communication skills

Ticketing systems

Remote support

Multi-tasking

Networking basics

Tools

MS Office

Outlook

Remote Desktop

Active Directory

VPN

DNS

DHCP

Job description

Provide Level 1 technical support to employees and clients through calls, emails, chat, and ticketing systems.

Identify, troubleshoot, and resolve hardware, software, and network-related issues.

Log, track, prioritize, and manage IT support tickets.

Assist users with system login, password resets, email configuration, and application access.

Troubleshoot Windows operating systems, MS Office, printers, and other IT applications.

Diagnose basic LAN, Wi-Fi, VPN, and connectivity issues.

Escalate complex technical issues to L2/L3 support teams when required.

Monitor open tickets and ensure timely resolution within defined SLAs.

Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.

Assist with software installation, system configuration, and basic IT asset management.

Provide remote support and guide users through technical troubleshooting steps.

Ensure a positive user experience through effective communication and timely support.

Requirements

Basic knowledge of Windows operating systems.

Understanding of computer hardware and software troubleshooting.

Knowledge of networking fundamentals (LAN, WAN, TCP/IP, DNS, DHCP).

Basic understanding of MS Office and Outlook.

Knowledge of Active Directory and password management.

Understanding of IT ticketing systems and incident management.

Basic knowledge of VPN and remote desktop support.

Good verbal and written communication skills.

Strong troubleshooting and problem-solving abilities.

Ability to handle multiple support requests simultaneously.