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Technical Service Desk Analyst L1

Unisys
Bengaluru, IND
Full-time
Junior · 1–3 years experience
Onsite
Discovered 3 days ago
jiraservicenow

Full Job Posting

Key Responsibilities

  • · Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
  • · Log, categorize, prioritize, and track incidents and service requests.
  • · Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
  • · Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
  • · Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
  • · Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
  • · Maintain accurate documentation of issues, resolutions, and support activities.
  • · Follow ITIL processes for Incident, Request, and Problem Management.
  • · Ensure timely resolution in accordance with defined SLAs.
  • · Assist users with remote access, VPN, hardware setup, and software installations.
  • You will be successful in this role if you have:

Required Skills:

  • Knowledge of Windows 10/11 operating systems.
  • Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
  • Knowledge of Active Directory and password management.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Customer-focused attitude.

Preferred Qualifications

  • Bachelor's degree
  • Microsoft certifications are an added advantage.

Experience

  • 1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.
  • Working Hours:
  • Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.
  • Key Competencies:
  • Customer Service Orientation
  • Problem Solving
  • Communication Skills
  • Incident Management
  • Team Collaboration
  • Attention to Detail
  • Time Management
  • Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
  • Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
  • If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
  • Knowledge of Windows 10/11 operating systems.
  • Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
  • Knowledge of Active Directory and password management.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Customer-focused attitude.

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