L0 & Service Desk Support Analyst

• Monitor dashboards, alerts, logs, and monitoring tools (e.g., Grafana, Dynatrace etc).
• Perform initial validation of alerts to reduce false positives.
• Incident Detection & Logging

• Accurately log incidents and service requests in the ITSM tool (e.g., Remedy, ServiceNow).
• Categorize and prioritize tickets according to severity and impact.
• Ensure high-quality documentation at incident creation.
• First-Level Troubleshooting

• Perform basic diagnostics and run through predefined L0 troubleshooting steps.
• Provide standard responses for known issues (e.g., password resets, status checks).
• Gather relevant data to support higher support tiers.
• Escalation & Coordination

• Escalate issues promptly to L1/L2 teams as per runbooks and SLA guidelines.
• Maintain accurate communication with stakeholders during ongoing incidents.
• Trigger major incident processes when required.
• Communication & Reporting

• Provide timely updates to users, internal teams, and management.
• Prepare shift handover reports with clear status updates and action items.
• Document recurring issues and highlight potential problem areas.
• Shift Operations & Compliance

• Adhere to shift schedules, 24/7 operations requirements, and rotation plans.
• Follow operational runbooks, SOPs, and security/compliance guidelines.
• Participate in periodic audits, DR exercises, and operational reviews.

• Basic understanding of IT infrastructure (servers, networks, applications).
• Familiarity with monitoring tools and ITSM platforms.
• Ability to analyze logs, metrics, and alerts at a basic level.
• Knowledge of cloud or on-prem environments is an added advantage.

• Strong communication and reporting skills.
• High attention to detail and analytical thinking.
• Ability to remain calm under pressure and during live incidents.
• Strong teamwork and willingness to learn.

Prodapt