Service Desk Analyst L2

Edulearning venture; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Edulearning venture in Bengaluru is seeking an IT support specialist to handle incident and request management for enterprise users via phone, email, chat or self-service portals. You will log tickets in ServiceNow, troubleshoot hardware, software, VPN and Active Directory, and provide remote support using AnyDesk or TeamViewer, following ITIL processes.

You will document solutions as knowledge base articles and contribute to process improvements to raise service quality and reduce resolution

Qualifications

• Experience with ITIL-based incident, problem, and change management.
• Strong customer service, communication, and time-management skills.
• Experience handling enterprise user queries via multiple channels.

Responsibilities

• Incident & Request Management: handle queries via phone, email, chat, or portals.
• Ticket Logging & Tracking: log and update tickets in enterprise systems (e.g., ServiceNow).
• Troubleshooting & Problem Resolution: address hardware, software, VPN, AD, and app issues.
• Escalation Handling: route complex issues to L3 teams and update users on progress.
• MIS & SLA Compliance: maintain dashboards, TAT, and SoW-based metrics.
• Process Improvement: document resolutions and contribute to knowledge base updates.

Skills

Active Directory

VPN configuration

Printer/Device troubleshooting

Application support

Remote support tools

Tools

ServiceNow

AnyDesk

TeamViewer

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.
• 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.
• Soft Skills: Clear customer service communication, time management, ticket prioritization, and high-pressure handling.