Help Desk Analyst
Resume ready? Build an ATS-optimized one — free.
Try JotCV →Resume ready for this application?
Build an ATS-optimized resume free on JotCV →
EXL Service is hiring Help Desk Analysts to provide Level 1 IT support to employees of a large US-based insurance client. You will be the first line of support for end-user issues related to hardware, software, network access, and business applications.
This is a great entry-level IT role for candidates who want to launch their IT career in a global company with clear career progression paths into system administration and infrastructure roles.
- Resolve Level 1 IT support tickets via phone, chat, and email
- Reset passwords, manage user accounts in Active Directory
- Troubleshoot hardware and software issues for remote users
- Graduate with B.Sc/B.Tech or PGDCA/CCNA or equivalent IT training
- Basic knowledge of Windows OS, MS Office, and networking fundamentals
- Familiarity with Active Directory and ticketing systems (ServiceNow, Remedy)
- Good English communication skills (verbal and written)
- Willingness to work in US shift timings
- ITIL Foundation certification is a plus
- Handle IT support requests via phone, chat, and email queues
- Log and track all incidents and service requests in ServiceNow
- Escalate unresolved issues to Level 2/L3 teams with detailed notes
- Follow standard operating procedures for common issue resolution
- Maintain knowledge base articles and FAQs
Job Overview
Stay Ahead in the
Jobspri Market
Join 50,000+ candidates receiving weekly job alerts, interview tips, and salary insights directly from top recruiters.
By subscribing, you agree to ourTerms of ServiceandPrivacy Policy.