Help Desk Analyst

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

• 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

• 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