Technical Support Executive

TeamLease; Hyderabad, Bengaluru; On-site; INR 300,000 - 380,000; Full time

Job summary

TeamLease in Hyderabad is seeking a Service Desk Analyst to deliver IT support desks across phone, email, and chat channels. The role focuses on fast resolution of Windows, MS Office, and AD issues, with ITSM ticket handling and knowledge article maintenance.

You will log incidents in ServiceNow, follow ITIL processes, and communicate clearly with users while supporting rotational shifts if required.

Qualifications

• 1–2 years of experience in IT Service Desk / Technical Support.
• Proficient in Windows, MS Office, Active Directory, ServiceNow/ITSM.
• Able to troubleshoot networking, VPN, connectivity issues.

Responsibilities

• Provide L1/L2 technical support to users through phone, email, chat, and ticketing tools.
• Troubleshoot and resolve issues related to Windows, laptops/desktops, MS Office, applications, printers, and peripherals.
• Handle incident, service request, and problem tickets within defined SLA timelines.
• Perform password resets, account unlocks, access-related troubleshooting, and basic Active Directory activities.
• Troubleshoot network, VPN, connectivity, and remote-access issues.
• Log, categorize, prioritize, update, and close tickets accurately in ServiceNow or other ITSM tools.
• Escalate unresolved or complex issues to L2/L3 support teams with proper troubleshooting details.
• Maintain strong communication with users and provide regular updates on ticket status.
• Follow ITIL processes, SLA/KPI requirements, and standard operating procedures.
• Maintain knowledge articles and document recurring issues and their resolutions.

Skills

IT Service Desk / Technical Support

Windows & MS Office Troubleshooting

Active Directory

ServiceNow / ITSM

Networking & VPN Troubleshooting

Tools

ServiceNow

Remote Desktop Tools

Job description

Service Desk Job Description

Job Title: Service Desk Analyst

Experience

1–2 years of experience in IT Service Desk / Technical Support.

Key Responsibilities

• Provide L1/L2 technical support to users through phone, email, chat, and ticketing tools.
• Troubleshoot and resolve issues related to Windows, laptops/desktops, MS Office, applications, printers, and peripherals.
• Handle incident, service request, and problem tickets within defined SLA timelines.
• Perform password resets, account unlocks, access-related troubleshooting, and basic Active Directory activities.
• Troubleshoot network, VPN, connectivity, and remote-access issues.
• Log, categorize, prioritize, update, and close tickets accurately in ServiceNow or other ITSM tools.
• Escalate unresolved or complex issues to L2/L3 support teams with proper troubleshooting details.
• Maintain strong communication with users and provide regular updates on ticket status.
• Follow ITIL processes, SLA/KPI requirements, and standard operating procedures.
• Maintain knowledge articles and document recurring issues and their resolutions.

Mandatory Skills

1. IT Service Desk / Technical Support
2. Windows & MS Office Troubleshooting
3. Active Directory
4. ServiceNow / ITSM
5. Networking & VPN Troubleshooting

Preferred Skills

• ITIL certification/knowledge.
• Experience with Microsoft 365 / Outlook / Teams.
• Remote desktop support tools.
• Good analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Willingness to work in rotational shifts / 24x7 support environment, if required.