Service Desk Analyst - Level 1

Unisys; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Unisys is seeking a Technical Service Desk Analyst L1 in Hyderabad to provide first‑level IT support for end users, handling incidents and service requests while maintaining high customer service standards and adherence to SLAs.

You will troubleshoot Windows, Microsoft 365, networking basics, and active directory issues, log and track tickets, and escalate when necessary. Prioritize efficient, user‑focused support in a fast‑paced environment.

Qualifications

• Proficient with Windows 10/11 and Microsoft 365 apps.
• Experience with IT service management processes and SLAs.
• Understanding of Active Directory and password management.

Responsibilities

• Serve as first point of contact for IT requests via phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Provide first‑level troubleshooting for desktop, laptop, mobile, printer, and app issues.
• Escalate complex incidents to Level 2/3 support as needed.
• Maintain documentation of issues and resolutions.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Ticketing tools

Troubleshooting

Communication skills

Customer focus

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira

Job description

What success looks like in this role:

We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).

Job Summary

We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
• Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
• Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
• Maintain accurate documentation of issues, resolutions, and support activities.
• Follow ITIL processes for Incident, Request, and Problem Management.
• Ensure timely resolution in accordance with defined SLAs.
• Assist users with remote access, VPN, hardware setup, and software installations.

Required Skills

• Knowledge of Windows 10/11 operating systems.
• Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Knowledge of Active Directory and password management.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused attitude.

Preferred Qualifications

• Bachelor's degree
• Microsoft certifications are an added advantage.

Experience

1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

• Customer Service Orientation
• Problem Solving
• Communication Skills
• Incident Management
• Team Collaboration
• Attention to Detail
• Time Management

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail]. US job seekers can find more information about Unisys’ EEO commitment here.