Employee IT Service Desk Analyst - L1/L1.5 (26-09597) -

Request Information

Request

Information Technology_IND - IND_Engineer

Qty

1

Candidate Submission Limit Per Supplier

15

Candidate Submission Limit Per Request

50

Desired Start Date

11/4/2026

End Date

5/4/2027

Hrs/Wk

45.00

MSP Owner

Adhikari, Kashmira

GBAMS Requisition ID

11031547

Estimated Expense

Rs0.00 (Sum of Expense * Quantity of Candidates)

General Information

Job Description

For Suppliers

We have Telephonic drive scheduled on 4th November, it will be a telephonic round and based on the assessment candidate will be moving ahead for the virtual round on 5th November, kindly align the associates accordingly and kindly add profiles within budget.

For Ecs

do not qualify those profiles who are submitted on more than 20% from our max budget.

Job Title

Employee IT Service Desk Analyst - L1/L1.5

Exp Range

1-4 Years

Location

Delhi and Hyderabad

Section II - Job Evaluation Topics and Weight (Questions and evaluation are based on below)

Topic of Evaluation / Skills* Mandatory / Non-mandatory Percentage*

(Sum to 100%; multiples of 5)

• Omnichannel support through telephone, chat, email, portal, and digital channels Mandatory 20%
• Incident and Service Request Management Mandatory 20%
• ServiceNow queue, SLA, aging, routing, and backlog management Mandatory 20%
• First-line troubleshooting and business application support Mandatory 15%
• Major Incident, escalation, resolver coordination, and communication Mandatory 10%
• Knowledge, self-service, shift-left, and automation Mandatory 10%
• Reporting and ticket-quality reviews non-mandatory 5%

Job Requirements

• Enterprise 24x7x365 Service Desk experience
• ServiceNow incident, request, queue, and SLA management
• Omnichannel support and remote troubleshooting experience
• ITIL incident, request, major incident, knowledge, and escalation knowledge
• Strong customer service, documentation, and security discipline.

Key Responsibilities

• Provide 24x7x365 omnichannel employee IT support.
• Log, categorize, prioritize, resolve, and close ServiceNow tickets.
• Perform first-line diagnosis using knowledge, scripts, and remote tools.
• Manage queues, aging, pending tickets, SLA risks, routing, and backlog.
• Participate in P1/Major Incident bridges and coordinate resolver groups.
• Perform approved shift-left fulfilment activities.
• Maintain knowledge articles and improve self-service capabilities.
• Perform ticket-quality reviews and coordinate deskside/field support.
• Produce operational, quality, trend, SLA, backlog, and CSAT reports.
• Identify automation, knowledge reuse, and contact-avoidance opportunities.

Job Qualifications & Skills

Domain

IT Service Desk

• End User Support
• IT Service Management
• Digital Workplace.

Soft Skills

Clear communication and stakeholder coordination

• Analytical troubleshooting and structured problem solving
• Documentation, SOP, runbook, and knowledge-sharing discipline
• Ownership, SLA focus, teamwork, and continuous improvement.

Education Requirements

bachelor's degree or diploma in Computer Science, Information Technology, Engineering, or equivalent; relevant experience may be considered

Certifications

ITIL 4 Foundation

• ServiceNow certification
• Microsoft 365 Fundamentals
• HDI or CompTIA A+ preferred.

Sample Questions for Training Model

Technical

Q1. Explain the ServiceNow incident lifecycle.

Q2. How do you manage aging, SLA risks, and backlog?

Q3. What is your role during a P1 bridge?

Q4. What is shift-left?

Q5. Which Service Desk KPIs do you track?

Coding

Not applicable; basic automation knowledge may be evaluated.

Comments for Suppliers

Rate Details

Rate Card Class

IND_Engineer

Category

Category 1

Level

Level I

Bill Rate

Rs25,000.00 - Rs65,000.00 Monthly NOOT