System Analyst/Helpdesk L1

Roles & Responsibilities:

· Serve as the first point of contact for users/customers through phone, email, and the ticketing system.

· Log all incoming issues/tickets as per the defined process and respond to requester emails within the SLA timelines.

· Monitor basic system health dashboards and alerts through the ITSM tool.

· Prioritize and categorize tickets based on severity.

· Escalate unresolved or complex issues to L2 or the relevant technical teams (Application, Database, Network, Infra, Security) as per the escalation procedure.

· Identify recurring issues and share them with the technical team and the Service Delivery Manager.

· Provide feedback on user experience, helpdesk processes, and any training needs.

· Keep L2 teams updated on the progress and status of their tickets.

· Work closely with stakeholders such as L2, clients, Service Delivery Manager. Etc.

· Take part in team meetings, shift handovers, and knowledge-sharing sessions.

Required Skills & Qualifications

Educational qualification: Diploma / Bachelor’s in IT, Computer Science, or similar.

· Technical skills: Basic understanding of computer hardware, software, operating systems and networks.

· Experience: Likely 0-3 years

· Communication: Good verbal and written communication to deal with stakeholders.

· Tools: Familiarity with ticketing systems / ITSM tools (Not mandatory).

· Soft skills: Problem-solving, patience, customer service mindset.

· Location: Must be from Gurgaon location or ready to move to Gurgaon

Work mode

· Candidates must be flexible to work in 24x7 rotational shifts. The selected candidate will be required to work from the office during morning and evening shifts, and can work from home during the night shift

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance

Work Location: In person