Service Desk Analyst L1

Edulearning venture; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Edulearning venture in Bengaluru, India seeks an IT support professional to manage incidents and requests for enterprise users. You will log and track tickets using ServiceNow, troubleshoot a range of hardware/software issues, and escalate complex problems to senior teams while keeping users informed.

The role emphasizes ITIL-aligned incident management, remote assistance, and knowledge-base documentation to improve support processes. Bengaluru-based onsite work is expected.

Qualifications

• Experience with Active Directory, VPN configuration, printer/device troubleshooting, and application support.
• Experience using remote support tools (AnyDesk/TeamViewer) for client assistance.
• Familiarity with ITIL-based incident/problem/change management is a plus.

Responsibilities

• Handle B2B or enterprise user queries via phone, email, chat, or self-service portals.
• Log, track, and update service tickets using enterprise tracking software (e.g., ServiceNow).
• Troubleshoot hardware, software, VPN, Active Directory, and application issues; provide fixes.
• Escalate complex issues to L3/internal teams with status updates to users.
• Maintain quality scorecards, turn-around times, and SLA compliance per SoW.
• Document knowledge base articles and suggest process improvements.

Skills

AD configuration

VPN configuration

Printer troubleshooting

Application support

Remote support tools

ServiceNow familiarity

Tools

AnyDesk

TeamViewer

ServiceNow

Job description

Core Responsibilities

• Incident & Request Management: Handle B2B or enterprise user queries received via phone, email, chat, or self-service portals.


• Ticket Logging & Tracking: Accurately log, track, and update service tickets using enterprise tracking/ticketing software (such as ServiceNow).


• Troubleshooting & Problem Resolution: Systematically interpret user problems, analyze root causes for recurring issues, and apply fixes for hardware, software, VPN, Active Directory, and application support. [1, 2, 3]


• Escalation Handling: Route complex or unresolved technical issues to L3/specialized internal teams while keeping users updated on progress.


• MIS & Scorecard Management: Maintain quality scorecards, turn-around times (TAT), and SLA compliance based on Statements of Work (SoW).


• Process Improvement: Record resolution logs, document knowledge base articles, and suggest workflow or process enhancements.

Required Skills & Technical Competencies

• Technical Proficiency: Active Directory, VPN configuration, printer/device troubleshooting, application support, and remote support tools (e.g., AnyDesk, TeamViewer).


• Framework Knowledge: Working familiarity with the ITIL Framework for incident, problem, and change management