First Line Service Desk Analyst

Role overview

This position is for a First Line Service Desk Analyst with ABS Groups in the education sector. The role is based in India and follows a hybrid setup from Mumbai, Powai. The analyst will report to the Service Desk Manager and will be responsible for providing prompt first-level IT assistance to users while maintaining strong service standards.

The main focus of the role is to identify and resolve basic hardware, software, desktop, and connectivity issues, support day-to-day IT operations, and help users with technology-related requests in line with agreed service levels.

Key responsibilities

• Act as the first point of contact for end users needing technical help.
• Keep local IT systems and infrastructure under regular observation and basic maintenance.
• Support desktop, software, hardware, telecom, and video conferencing tools on a daily basis.
• Triage, prioritize, and resolve incidents as well as service requests.
• Fix issues related to network access, projectors, and Microsoft Teams.
• Carry out upgrades, repairs, and routine upkeep of computers and network components.
• Provide support for enterprise applications used across the organization.
• Track system performance and identify ways to improve service quality.
• Assist with upgrades, new software releases, and rollout of new hardware.
• Review user needs and recommend suitable technical solutions.
• Test systems and help identify application or infrastructure faults.
• Maintain clear technical records and operating procedures.
• Help diagnose and close technology-related issues across the environment.
• Support upgrades for workstations and network devices.
• Take part in root cause analysis and follow through on corrective actions.
• Develop and update standard operating procedures.
• Provide basic guidance to users on how to use hardware and software.
• Communicate clearly with users and internal IT teams.
• Work to ensure service commitments and response targets are met consistently.
• Compile periodic reports on service desk volume, activity, and performance.
• Contribute to improvements in reliability, security, usability, and overall IT service performance.
• Join team meetings, training sessions, and knowledge-sharing discussions.

Interfaces and collaboration

• Internal stakeholders include end users, the applications team, infrastructure team, IT security team, business functions, and IT service management teams.
• External interaction will be required as needed.

Qualification and skill requirements

The ideal candidate should hold a graduate or undergraduate degree in Computer Science, Information Technology, Engineering, or a similar discipline. Strong analytical thinking, hands-on troubleshooting ability, and a solid understanding of desktop support, hardware, software, and networking fundamentals are important for success in this role.

Experience working against SLAs, excellent communication, and a strong customer-service mindset are expected. The role also requires the ability to work with cross-functional IT teams, document procedures accurately, and keep technical records up to date. Familiarity with Microsoft Windows, Office 365, MS Teams, and related tools is needed.

Competencies

This role calls for a customer-first approach, sound problem-solving and decision-making ability, attention to detail, a commitment to quality, and the capacity to handle pressure while balancing multiple priorities. A proactive attitude toward service improvement and strong teamwork are also essential.

Additional requirements

English is required for this role. The selected candidate should also be willing to travel within India to support business sites and locations whenever necessary.

Application note

Interested candidates may share an updated resume with the hiring team.