Service Desk Analyst 1

Smith And Howard Global Services; Bengaluru; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Smith & Howard Global Services in Bengaluru is seeking a Service Desk Analyst Level 1 to provide first-line IT support to end users. You will log, diagnose, and resolve incidents or escalate to L2/L3 when needed, while adhering to SLAs and ITIL processes.

You will handle requests via phone, email, chat, and ServiceNow, document clear resolution notes, and contribute to improving service quality through knowledge sharing and proactive ticket management.

Qualifications

• Bachelor's degree or diploma in IT, Computer Science, Information Technology, or a related field.
• 13 years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support environment.
• Freshers with relevant technical knowledge and strong communication skills may also be considered for entry-level positions.

Responsabilités

• Act as the first point of contact for IT-related incidents and service requests.
• Log, categorize, prioritize, and update incidents and service requests accurately.
• Perform L1 troubleshooting for common hardware, software, network, and access-related issues.
• Follow Knowledge Base articles, SOPs, and troubleshooting guides to resolve incidents at first contact.
• Maintain accurate and detailed work notes and resolution notes in the ITSM tool.
• Escalate unresolved or complex issues to L2/L3 teams with complete troubleshooting information.
• Monitor assigned tickets and proactively follow up to prevent SLA breaches.
• Communicate clearly with users and keep them informed about ticket progress.

Connaissances

Windows OS

Desktop/Laptop

Office 365

Networking basics

AD/Accounts

ITSM Tool

Incident Mgmt

KB/docs following

Formation

Bachelor's degree / diploma in IT

Freshers welcome with knowledge

Outils

ServiceNow

Description du poste

About Smith & Howard:

Founded over half a century ago, Smith & Howard is a global leader in tax, accounting, and advisory solutions, proudly supporting countless entrepreneurs and businesses in achieving financial success. Smith & Howard Advisory LLC, our integrated Indian hub in Bengaluru, is driving the next wave of accounting industry innovation. Join our remarkable team and work on challenging projects in global audit, tax, and accounting.

Position Overview:

We are looking for a Service Desk Analyst Level 1 to provide first-line technical support to end users and ensure incidents and service requests are logged, diagnosed, resolved, or appropriately escalated within defined SLAs. The L1 Service Desk Analyst will act as the first point of contact for IT-related issues, providing professional and timely support through phone, email, chat, and the ITSM tool. The role requires good troubleshooting skills, strong customer service, accurate ticket documentation, and adherence to ITIL and Service Desk processes.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests.
• Receive and manage user queries through phone, email, chat, and ServiceNow/ITSM tools.
• Log, categorize, prioritize, and update incidents and service requests accurately.
• Perform L1 troubleshooting and diagnosis for common hardware, software, network, and access-related issues.
• Follow Knowledge Base articles, SOPs, and troubleshooting guides to resolve incidents at first contact.
• Perform basic troubleshooting for Windows operating system, laptop/desktop, Outlook and email, Microsoft 365, VPN/network connectivity, password/account, printer/peripheral, and software/application-access issues.
• Perform basic Active Directory tasks where authorized.
• Maintain accurate and detailed work notes and resolution notes in the ITSM tool.
• Ensure incidents and requests are handled within defined response and resolution SLAs.
• Escalate unresolved or complex issues to L2/L3 teams with complete troubleshooting information.
• Monitor assigned tickets and proactively follow up to prevent SLA breaches.
• Perform appropriate user verification before security-sensitive activities such as password resets or account changes.
• Follow Incident Management, Request Fulfilment, Access Management, and Escalation processes.
• Communicate clearly with users and keep them informed about ticket progress.
• Identify recurring issues and highlight potential Problem Management candidates.
• Participate in shift handovers and ensure pending tickets are properly transitioned.
• Maintain a professional and customer-focused approach at all times.
• Support Service Desk reporting and operational metrics such as FCR, SLA compliance, AHT, ticket backlog, CSAT, reopen rate, and first response time.

Technical Skills

Essential:

• Basic knowledge of Windows operating systems.
• Basic troubleshooting of desktops, laptops, printers, and peripherals.
• Basic knowledge of Microsoft Office / Microsoft 365.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN.
• Basic knowledge of Active Directory and user/account management.
• Experience working with an ITSM/ticketing tool, preferably ServiceNow.
• Understanding of incident and service request management.
• Ability to follow Knowledge Articles and documented troubleshooting procedures.

Good to Have:

• ITIL Foundation certification.
• Microsoft 365 knowledge.
• ServiceNow experience.
• Basic knowledge of Azure AD / Entra ID.
• Remote support tools experience.
• Basic knowledge of endpoint management tools such as SCCM, Intune, or similar platforms.

Soft Skills

• Strong verbal and written communication skills.
• Good customer service and interpersonal skills.
• Strong troubleshooting and analytical ability.
• Ability to remain calm and professional while dealing with frustrated users.
• Good listening and questioning skills.
• Ability to prioritize multiple tickets based on impact and urgency.
• Strong attention to detail, particularly while documenting tickets.
• Willingness to work in rotational shifts, including nights, weekends, and holidays where required.
• Ability to work effectively as part of a team.

Education & Experience

• Bachelor's degree or diploma in IT, Computer Science, Information Technology, or a related field.
• 13 years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support environment.
• Freshers with relevant technical knowledge and strong communication skills may also be considered for entry-level positions.

Ideal Candidate

The ideal candidate is a customer-focused IT professional with good troubleshooting fundamentals who can understand a user's problem, perform structured L1 diagnosis, document the issue correctly, and either resolve it or provide a quality escalation to the appropriate resolver group. They should understand that a Service Desk role is not only about technical troubleshooting, but also about customer experience, SLA management, communication, ticket quality, and process compliance.

Location and way of working:

Location: Bangalore (Onsite)

Shift Timing: 2 PM to 11 PM (Must be flexible to collaborate with global teams)

Interview Tips:

At S+H, we want you to feel confident and well-prepared as you explore opportunities with us. Take a moment to learn about our organization, the role you're applying for, and understand how your skills align with the role - its a great way to walk into your interview informed and ready.