Service Desk Analyst (L1 Support)

Zoho; Bengaluru; On-site; INR 300,000 - 550,000; Full time

Job summary

Innover is seeking a Service Desk Analyst to provide first-line support for business applications in Bengaluru. You will handle incidents and service requests, perform initial troubleshooting, and escalate complex cases to Level 2 support teams.

Key responsibilities include logging and tracking issues, validating impact, user access handling, and documenting resolutions with timely updates to stakeholders. Rotational shift is noted.

Qualifications

• Experience in Service Desk or Application Support environments.
• Strong troubleshooting and analytical skills.
• Familiarity with ticketing/ITSM tools.
• Knowledge of incident and service request management processes.
• Excellent communication and customer service skills.
• Understanding of ITIL processes is preferred.
• Bachelor's degree in Computer Science, IT, or related field.
• Experience supporting enterprise applications.

Responsibilities

• Serve as the first point of contact for application users.
• Log, acknowledge, and manage incidents and service requests.
• Validate reported issues and assess business impact.
• Perform first-line troubleshooting and resolution.
• Handle user access requests, password resets, data lookups, and routine application support activities.
• Apply known fixes and workarounds using knowledge base articles and standard operating procedures.
• Document troubleshooting steps and resolutions.
• Escalate unresolved issues to Level 2 teams with complete diagnostic details.
• Ensure timely communication and status updates to stakeholders.

Skills

Service Desk

Troubleshooting

ITSM

Communication

ITIL

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Jira

Job description

At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.

Take a look at how each of our studios represents deep pockets of expertise and delivers on the promise of data-driven, connected enterprises.

Experience Required

2-5

Job Description

Role Overview

We are looking for a Service Desk Analystto provide first-line support for business applications. The role involveshandling incidents and service requests, performing initial troubleshooting,resolving common issues, and escalating complex cases to Level 2 support teams.

Key Responsibilities

• Serve as the first point of contact for application users.
  
• Log, acknowledge, and manage incidents and service requests.
  
• Validate reported issues and assess business impact.
  
• Perform first-line troubleshooting and resolution.
  
• Handle user access requests, password resets, data lookups, androutine application support activities.
  
• Apply known fixes and workarounds using knowledge base articlesand standard operating procedures.
  
• Document troubleshooting steps and resolutions.
  
• Escalate unresolved issues to Level 2 teams with completediagnostic details.
  
• Ensure timely communication and status updates to stakeholders.
  

Required Skills

• Experience in Service Desk or Application Support environments.
  
• Strong troubleshooting and analytical skills.
  
• Familiarity with ticketing/ITSM tools.
  
• Knowledge of incident and service request management processes.
  
• Excellent communication and customer service skills.
  
• Understanding of ITIL processes is preferred.
  

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
  
• Experience supporting enterprise applications.
  

Keywords for Sourcing

Service Desk, Help Desk, ApplicationSupport, IT Support, Production Support, Incident Management, ITSM, ServiceNow,Jira, L1 Support, Technical Support.

NOTE : ROTATIONAL SHIFT

Requirements

A profile should ideally have all of the following:

• First-level troubleshooting and issue resolution
  
• Hands-on ITSM/Ticketing tool
  
• User access / password reset / routine support exposure
  
• Ticket documentation and status updates
  

Good Sourcing Titles

Recruiters should search for:

Primary titles

• Service Desk Analyst
  
• Service Desk Executive
  
• Service Desk Engineer
  
• Help Desk Analyst
  
• Application Support Analyst
  
• IT Support Analyst
  
• Technical Support Engineer
  
• Production Support Analyst
  

Secondary titles

• IT Helpdesk Engineer
  
• Support Analyst
  
• Desktop Support Engineer (only if application support is also present)
  
• IT Operations Analyst (only if ticket/incident management is involved)