Sr Analyst

Job description

Sr Analyst India Sr Analyst Bengaluru, Karnataka Job Summary : Job Summary The Service Desk Analyst L1 serves as the first point of contact for end users requiring technical assistance and IT support services. The role is responsible for handling incidents, service requests, and user queries through phone, chat, email, and ITSM platforms while ensuring resolution within agreed service levels. The analyst will provide support for end-user computing, retail applications, POS environments, infrastructure services, and business-critical applications, escalating issues when necessary and ensuring an excellent customer experience. Key Responsibilities Serve as the primary contact for users seeking technical assistance through phone, chat, email, and self-service channels. Log, categorize, prioritize, and manage incidents and service requests using IT Service Management (ITSM) tools. Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues. Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies. Support user account management activities including password resets, account unlocks, and access provisioning. Monitor incident queues and ensure tickets are updated with accurate troubleshooting details and resolution notes. Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams in accordance with defined processes. Communicate effectively with users regarding incident status, resolution progress, and service restoration updates. Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes. Contribute to continuous improvement initiatives by identifying recurring issues and recommending corrective actions.