Service Desk Analyst (L1 Support)

Role Overview

We are looking for a Service Desk Analyst to provide first-line support for business applications. The role involves handling incidents and service requests, performing initial troubleshooting, resolving common issues, and escalating complex cases to Level 2 support teams.

Key Responsibilities

• Serve as the first point of contact for application users.
  
• Log, acknowledge, and manage incidents and service requests.
  
• Validate reported issues and assess business impact.
  
• Perform first-line troubleshooting and resolution.
  
• Handle user access requests, password resets, data lookups, and routine application support activities.
  
• Apply known fixes and workarounds using knowledge base articles and standard operating procedures.
  
• Document troubleshooting steps and resolutions.
  
• Escalate unresolved issues to Level 2 teams with complete diagnostic details.
  
• Ensure timely communication and status updates to stakeholders.
  

Required Skills

• Experience in Service Desk or Application Support environments.
  
• Strong troubleshooting and analytical skills.
  
• Familiarity with ticketing/ITSM tools.
  
• Knowledge of incident and service request management processes.
  
• Excellent communication and customer service skills.
  
• Understanding of ITIL processes is preferred.
  

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
  
• Experience supporting enterprise applications.
  

Keywords for Sourcing

Service Desk, Help Desk, Application Support, IT Support, Production Support, Incident Management, ITSM, ServiceNow, Jira, L1 Support, Technical Support.

Requirements

A profile should ideally have all of the following:

• ✅ Service Desk / Help Desk / L1 Support experience
  
• ✅ Application Support experience
  
• ✅ Incident Management
  
• ✅ Service Request Management
  
• ✅ First-level troubleshooting and issue resolution
  
• ✅ Hands-on ITSM/Ticketing tool
  
• ✅ User access / password reset / routine support exposure
  
• ✅ Ticket documentation and status updates
  
• ✅ L2 escalation experience
  
• ✅ Good communication/customer handling skills
  

Good Sourcing Titles

Recruiters should search for:

Primary titles

• Service Desk Analyst
  
• Service Desk Executive
  
• Service Desk Engineer
  
• Help Desk Analyst
  
• Application Support Analyst
  
• Application Support Engineer
  
• L1 Application Support Engineer
  
• IT Support Analyst
  
• Technical Support Engineer
  
• Production Support Analyst
  

Secondary titles

• IT Helpdesk Engineer
  
• IT Support Engineer
  
• Support Analyst
  
• L1 Support Engineer
  
• Desktop Support Engineer (only if application support is also present)
  
• IT Operations Analyst (only if ticket/incident management is involved)