Helpdesk/ L1 Helpdesk Analyst

Designation: L1 Helpdesk Analyst

Job Location: Hadapsar, Pune

Job Description:

We are looking for a L1 Helpdesk Analyst to provide first-level application support to end users. The role involves handling inbound and outbound calls, providing remote support, and ensuring accurate ticket logging and resolution as per ITIL and service management processes. The candidate should also have basic understanding of FMCG business processes and terminology to support end users effectively.

Roles & Responsibilities:

• Handle inbound and outbound support calls from end users
• Provide remote IT support to FMCG business users
• Log, track, and update all incidents and service requests in the ticketing tool
• Perform Incident Management and basic Problem Management
• Follow ITIL guidelines and service management best practices
• Understand and support basic FMCG-related applications and workflows
• Escalate unresolved issues to appropriate teams
• Maintain clear and professional communication with users

Skills Required:

• Proficiency in MS Office
• Strong communication skills (verbal and written)
• Knowledge of Service Management
• Experience in Incident Management and Problem Management
• Basic understanding of ITIL framework
• Basic FMCG domain knowledge (sales, distribution, retail, supply chain exposure preferred)

Shift & Working Details:

• Project Timing: 9:00 AM to 9:00 PM
• Working Hours: 9 hours per day
• Shift Options:
• 09:00 AM – 06:00 PM
• 10:00 AM – 07:00 PM
• 12:00 PM – 09:00 PM
• Working Days: Monday to Sunday
• Weekly Off: As per roster
• Cab Facility: Not available

Experience : 1-2 Year

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