Job Title

Service Desk Analyst – Level 1 | IT HelpdeskLocation: Hiranandani Powai, MumbaiShift: 24x7 Rotational (US Support Environment)About the RoleWe are looking for a Service Desk Analyst – L1 to join our centralized IT Service Desk supporting clinical and corporate users across multiple locations.This role will be the first point of contact for IT support, responsible for logging, troubleshooting, and resolving technical issues related to hardware, software, accounts, and enterprise applications.The ideal candidate will have experience in IT helpdesk / service desk environments, strong troubleshooting skills, and the ability to deliver a high-quality support experience in a fast-paced environment.Key ResponsibilitiesTicket Management & SupportReceive and log incidents and service requests via phone, ITSM portal, and chat.Accurately categorize, prioritize, and document tickets.Maintain proper documentation of troubleshooting steps and resolution updates.Technical TroubleshootingProvide first-level support for:Password resets, account unlocks, and MFA issuesWorkstation, laptop, and mobile device troubleshooting (Windows, iOS, Android)Hardware peripherals (monitors, printers, docking stations, keyboards)Microsoft 365 applications including Outlook, Teams, and ExchangeNetwork connectivity issues including Wi-Fi and VPNPrinter support and remote device diagnosticsEscalation ManagementEscalate unresolved issues to L2/L3 support teams with proper documentation.Follow defined escalation procedures and runbooks.Customer SupportProvide professional, empathetic support to end users.Communicate clearly with both technical and non-technical users.Ensure timely resolution and high customer satisfaction.Tools & TechnologiesCandidates should have exposure to tools such as:ServiceNow (ITSM ticketing)Microsoft TeamsActive DirectoryAzure ADMicrosoft 365 Admin CenterIntuneRemote support tools (BeyondTrust / Bomgar)Printer management toolsExperience1–2 years of experience in IT Service Desk / Help Desk supportExperience supporting remote or hybrid workforce environmentsTechnical SkillsStrong knowledge of Windows OS and Office 365Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)Familiarity with ticketing systems like ServiceNowSoft SkillsStrong verbal communication skillsAbility to handle high-volume support environmentsExcellent troubleshooting and multitasking abilitiesStrong documentation and process adherencePreferredExperience supporting healthcare or clinical environmentsExposure to enterprise IT support tools and systems