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Technical Support Executive

TeamLease

RemoteFull timeMid level₹1k – ₹2kPosted today
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About the role

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.

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