Technical Service Desk Analyst L1 - Hyderabad

Unisys; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Unisys Hyderabad invites applications for an IT Helpdesk role. You will be the first point of contact for IT support requests via phone, email, chat and ticketing systems, log and prioritize incidents, and provide initial troubleshooting for desktops, laptops, mobile devices, and applications.

You will work with Windows 10/11, Microsoft 365, Active Directory, VPN and basic networking, follow ITIL processes, and strive for timely resolutions and high user satisfaction.

Qualifications

• Bachelor's degree required; Microsoft certifications are a plus.
• 1–3 years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support.
• Knowledge of Windows 10/11 and Microsoft 365 is preferred.

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 OS, Microsoft 365 apps, Outlook, Teams, and basic networking issues.
• Reset passwords and manage user accounts through Active Directory or relevant identity tools.
• Escalate unresolved incidents to Level 2/3 support teams as needed.
• Maintain documentation of issues, resolutions, and support activities.
• Follow ITIL processes for Incident, Request, and Problem Management.
• Ensure timely resolution in accordance with SLAs.
• Assist users with remote access, VPN, hardware setup, and software installations.

Skills

Customer Service Orientation

Problem Solving

Communication Skills

Incident Management

Team Collaboration

Attention to Detail

Time Management

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira

Active Directory

VPN

Job description

Role & 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.

Preferred candidate profile

• 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