L0 & Service Desk Support Analyst Job Prodapt

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Overview

The L0 Monitoring & Service Desk Analyst is the first line of support responsible for 24/7 monitoring of critical systems, identifying and logging incidents, performing basic triage, and escalating issues following defined procedures. This role ensures service availability, rapid issue detection, and exceptional communication across IT operations.

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Responsibilities

System & Infrastructure Monitoring

• 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.

Requirements

Technical Skills

• 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.

Soft Skills

• 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.

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How to Apply

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