Entry-level Service Desk Analyst (L1) with foundational knowledge of IT service desk operations and first-point-of-contact support for B2B users. Familiar with handling user queries via calls, email, chat, and support portals, performing basic troubleshooting, logging and documenting tickets, and escalating issues as per defined SOPs.
Strong communication skills with clear awareness of SLA / TAT adherence, customer experience, and structured ticket handling in service desk environments.
📍 Pune, Maharashtra
📞 +91 77968 13747
- First-point-of-contact (L1) B2B user support
- Call, email, chat & portal-based support
- Incident & service request handling
- Ticket logging, categorization & prioritization
- Escalation handling as per SOPs
- SLA / TAT awareness & adherence
- Windows OS basic troubleshooting
- Email & browser issue resolution
- Basic application & access-related issues
- User guidance & follow-ups
- Clear verbal & written communication
- Active listening & empathy
- Documentation & resolution notes
- Customer experience focus
(Coursework & Practical Exposure)
- Gained hands-on exposure to IT Help Desk operations and L1 user support
- Acted as first point of contact in simulated service desk scenarios
- Handled user queries via calls, email, chat, and ticketing portals
- Learned incident & request management lifecycle in ITSM environments
- Practiced ticket logging, categorization, prioritization, and escalation
- Performed basic troubleshooting for:
- Windows OS
- Email & browser issues
- User access-related problems
- Maintained resolution logs and followed SLA / TAT guidelines
- Gained hands-on exposure to Active Directory (AD):
- Creating and managing users
- Managing security groups
- Organizing Organizational Units (OUs)
- Understanding authentication & access control
- Applying basic Group Policy Objects (GPOs)