Role Summary
Persistent Systems is hiring an IT Service Desk Analyst – Level 1 to provide first-line technical support for end users across global operations in Bangalore. This position involves logging, troubleshooting, and resolving hardware, software, and Office 365 issues, managing ServiceNow ticket queues, provisioning Active Directory user permissions, and ensuring high first-call resolution rates within established SLAs.
Key Responsibilities
- Level 1 Technical Support: Provide L1 technical support for hardware, OS (Windows/macOS), mobile devices (iPhone/iPad), printers, and desktop applications.
- Ticketing & Incident Management: Receive, log, track, and resolve incidents and service requests using ServiceNow across phone, chat, and email channels.
- O365 & User Access Administration: Create, modify, and manage user accounts, group permissions, and application access in Active Directory; troubleshoot Office 365 delegation and calendar sharing.
- Remote Software Deployment: Install packaged software and conduct remote troubleshooting using tools like LogMeIn and Workspace ONE (WS1).
- Escalation & SLA Compliance: Manage ticket queues effectively, escalate unresolved technical issues following defined ITIL workflows, and meet first-call resolution targets.
- Documentation & Security: Maintain technical knowledge base articles, document resolution steps, and adhere to internal IT security policies and compliance procedures.
Key Qualifications
- Core Experience: 2+ years of hands-on experience in an IT Service Desk, Help Desk, or Technical Support role.
- Operating Systems & Suites: Strong working knowledge of Windows 10/11, macOS, and Microsoft Office 365 applications.
- Directory & ITSM Tools: Practical experience managing user accounts in Active Directory and handling incident queues within ServiceNow or similar ITSM platforms.
- Hardware & Network Knowledge: Understanding of PC hardware components, mobile device management (MDM), printer configurations, and basic network troubleshooting.
- Soft Skills & Certifications: Excellent analytical problem-solving skills, strong verbal and written English communication, and a customer-focused mindset. Relevant Microsoft or Apple certifications are a plus.
About Persistent Systems
Persistent Systems is a global AI-led, platform-driven Digital Engineering and Enterprise Modernization partner helping industry-leading organizations achieve scale and modernization across 18 countries.