Unisys
Service Desk Analyst - Level 1
India · Work style not stated · Full time
Apply on the employer’s site ↗See how well you match this job
You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.
About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerUnisys
- LocationIndia
- Work styleWork style not stated
- Employment typeFull time
- Employer posted
What success looks like in this role:
Job Summary
We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests.
- Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
- Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
- Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
- Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
- Maintain accurate documentation of issues, resolutions, and support activities.
- Follow ITIL processes for Incident, Request, and Problem Management.
- Ensure timely resolution in accordance with defined SLAs.
- Assist users with remote access, VPN, hardware setup, and software installations.
Show full description
You will be successful in this role if you have:
Required Skills:
- Knowledge of Windows 10/11 operating systems.
- Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Knowledge of Active Directory and password management.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Customer-focused attitude.
Preferred Qualifications
- Bachelor's degree
- Microsoft certifications are an added advantage.
Experience
1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.
Working Hours:
Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.
Key Competencies:
- Customer Service Orientation
- Problem Solving
- Communication Skills
- Incident Management
- Team Collaboration
- Attention to Detail
- Time Management
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.
Check your resume against this job Free, no sign-up. Nothing you paste is stored.
Staying safe while you apply
- Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
- Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
- Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.
Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.
Preparing for this role with ROLIVA
- Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
- Prepare honestly.
Build interview stories and application drafts from your own evidence.
- Keep track.
Save the role and record your own application status and follow-ups.
At a glance
- Employment typeFull time
- Employer posted
- Added to ROLIVA
- Last checked
Skills in this posting
Skills ROLIVA found in the employer’s own description above. A mention is not a requirement.