Service Desk Analyst (L1) - IT Helpdesk

Role & responsibilities:

• Handle inbound calls/chats and resolve user issues
• Troubleshoot basic Microsoft 365 issues (Outlook, Teams, OneDrive)
• Perform user account management (password reset, access issues)
• Log and track tickets in ITSM tools
• Escalate unresolved issues to L2 teams
• Ensure SLA adherence and proper documentation

Preferred candidate profile:

• 2- 5 years experience in IT Service Desk / Helpdesk
• Strong experience in voice support (mandatory)
• Basic knowledge of Microsoft 365 and Active Directory
• Experience with ticketing tools (ServiceNow, Jira, etc.)
• Good communication skills