Service Desk Analyst 1

As an L1 Service Desk Analyst at R systems International Ltd., your role will involve supporting ITSM operations including incident intake, triage, routing, vendor coordination, SLA monitoring, and security-aware triage. Key Responsibilities: - Utilize your 4-7 years' experience as an L1 Service Desk / IT Support Analyst in an ITIL-aligned workplace to handle incident lifecycles end-to-end. - Demonstrate strong hands-on experience with an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or similar, by efficiently managing ticket creation/updating, assignment groups, SLAs/OLAs, notifications, and knowledge base usage. - Apply your practical triage skills by assessing impact/urgency/priority, categorizing incidents, identifying CI/services, and working with AI-assisted triage. - Coordinate external vendors effectively by ensuring correct handoffs, tracking acknowledgements/responses, chasing updates, and maintaining a complete audit trail in ticket notes. - Exhibit strong written communication skills for providing clear work notes, concise email updates, and structured information requests to customers and vendors. - Be security-aware during triage by recognizing phishing/malware/suspicious access indicators and escalating to Security/InfoSec with appropriate confidentiality handling. - Demonstrate familiarity with Microsoft ecosystem topics such as Teams, endpoint/device troubleshooting, Intune, Entra ID/Azure AD login & MFA patterns, and basic security incident terminology. - Track escalations into engineering tools like Azure DevOps for work item/task handoff and status follow-up. Qualifications Required: - 4-7 years' experience as an L1 Service Desk / IT Support Analyst in an ITIL-aligned workplace - Strong hands-on experience with an ITSM platform (Freshservice / ServiceNow / Jira Service Management or similar) - Practical triage skills including impact/urgency/priority assessment and categorization - Proven experience coordinating external vendors and maintaining audit trails - Strong written communication skills for customer and vendor updates - Security-aware triage skills including recognizing phishing/malware/suspicious access indicators - Familiarity with Microsoft ecosystem topics and basic security incident terminology - Experience with escalation tracking into engineering tools Working Model: - Coverage during German business hours (Mon to Fri) with a defined on-call/escalation path for critical/security incidents. - Shift timings: 1pm to 10pm / 2pm to 11pm - Working Location: Noida or Pune - 5 days working with fixed off on Sat-Sun - Interview Mode: Virtual - Immediate Joiner preferred You can share your resume on [email] or contact [phone number] for more details. With regards, R Systems International Ltd. As an L1 Service Desk Analyst at R systems International Ltd., your role will involve supporting ITSM operations including incident intake, triage, routing, vendor coordination, SLA monitoring, and security-aware triage. Key Responsibilities: - Utilize your 4-7 years' experience as an L1 Service Desk / IT Support Analyst in an ITIL-aligned workplace to handle incident lifecycles end-to-end. - Demonstrate strong hands-on experience with an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or similar, by efficiently managing ticket creation/updating, assignment groups, SLAs/OLAs, notifications, and knowledge base usage. - Apply your practical triage skills by assessing impact/urgency/priority, categorizing incidents, identifying CI/services, and working with AI-assisted triage. - Coordinate external vendors effectively by ensuring correct handoffs, tracking acknowledgements/responses, chasing updates, and maintaining a complete audit trail in ticket notes. - Exhibit strong written communication skills for providing clear work notes, concise email updates, and structured information requests to customers and vendors. - Be security-aware during triage by recognizing phishing/malware/suspicious access indicators and escalating to Security/InfoSec with appropriate confidentiality handling. - Demonstrate familiarity with Microsoft ecosystem topics such as Teams, endpoint/device troubleshooting, Intune, Entra ID/Azure AD login & MFA patterns, and basic security incident terminology. - Track escalations into engineering tools like Azure DevOps for work item/task handoff and status follow-up. Qualifications Required: - 4-7 years' experience as an L1 Service Desk / IT Support Analyst in an ITIL-aligned workplace - Strong hands-on experience with an ITSM platform (Freshservice / ServiceNow / Jira Service Management or similar) - Practical triage skills including impact/urgency/priority assessment and categorization - Proven experience coordinating external vendors and maintaining audit trails - Strong written communication skills for customer and vendor updates - Security-aware triage skills including recognizing phishing/malware/suspicious access in