Unisys Hiring 2026: Technical Service Desk Analyst L1 | Bangalore (REQ575866)

Company: Unisys India
Job Title: Technical Service Desk Analyst L1
Job Requisition ID: REQ575866
Category: IT Service Management & Infrastructure Support
Work Arrangement: On-Site / Hybrid (As per operational requirements)
Employment Type: Full-Time
Experience Level: Freshers to Early Career Professionals (0–2 Years Experience)
Location: Bangalore, Karnataka, India

Unisys is a global information technology solutions company that delivers portfolio services across digital workplace solutions, cloud & infrastructure, and enterprise computing. The Technical Service Desk Analyst L1 position based in Bangalore acts as the initial tier of technical operations for Unisys’ global client base.

In this role, L1 Analysts handle single-point-of-contact (SPOC) responsibilities for technical incidents, hardware/software service requests, and access management. Working within an ITIL-aligned framework, analysts troubleshoot operating system faults, productivity software glitches, and basic network connectivity issues before escalating unresolved cases to L2/L3 specialized teams.

• Omnichannel Technical Support: Serve as the first point of contact for end-user IT issues via incoming calls, support emails, live chats, and self-service ticketing portals.
• Ticket Lifecycle Management: Accurately log, categorize, prioritize, track, and document all incidents and service requests through enterprise ITSM platforms.
• First-Level Troubleshooting: Resolve hardware (desktops, laptops, mobile devices, printers) and software issues related to Windows 10/11 OS, Microsoft 365 applications, Outlook, and Microsoft Teams.
• Identity & Access Management (IAM): Perform user account lockouts, password resets, and user object management within Active Directory and cloud identity tools.
• Network & Remote Access Support: Assist remote users with VPN configuration, home-office network connectivity, remote desktop connections, and client software installations.
• Escalation & SLA Compliance: Adhere strictly to Service Level Agreements (SLAs), routing unresolved incidents to L2/L3 infrastructure or application engineering groups with comprehensive troubleshooting notes.

Academic Credentials & Experience

• Education: Bachelor’s degree in Computer Science, Information Technology, Electronics, or any relevant discipline (Diploma holders with relevant support experience are also eligible).
• Experience: 0 to 2 years in IT Service Desk, Helpdesk, or Technical Support environments.

Technical & Operational Competencies

• Operating Systems & Productivity: Working knowledge of Windows 10/11 administration and Microsoft 365 suite (Outlook, Teams, SharePoint, Word, Excel).
• Directory Services: Familiarity with Active Directory (AD) navigation, user account provisioning, and password resetting tools.
• Networking Fundamentals: Basic understanding of TCP/IP, DNS, DHCP, VPN clients, and home/office Wi-Fi troubleshooting.
• ITSM & Ticketing Tools: Hands-on exposure to enterprise ticketing platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar tools.
• Soft Skills: Clear verbal and written English communication skills, a customer-centric mindset, and systematic problem-solving capabilities.

• Estimated Starting Salary: ₹3.2 LPA to ₹4.5 LPA (CTC), depending on prior technical support experience, certifications, and assessment scores.
• Shift Allowances: Additional shift allowances provided for rotational or night shift schedules as per company policy.
• Corporate Benefits: Health and medical insurance, transportation facilities (or cab allowances for non-standard shifts), continuous technical learning pathways, and certification support.

1. Profile & Communication Screening
   (Verification of technical profile, language fluency, & shift flexibility)
   ↓
2. Technical & Aptitude Online Assessment
   (Basic Windows OS scenarios, networking fundamentals, M365 troubleshooting, & customer service logic)
   ↓
3. L1 Technical Interview Round
   (Scenario-based queries on Active Directory, Outlook configuration, VPN setup, & ticketing workflows)
   ↓
4. Managerial & Culture Fit Round
   (Evaluation of communication skills, handling difficult callers, SLA management, & shift readiness)
   ↓
5. HR Discussion & Offer Rollout

• Active Directory & IAM: How to unlock user accounts, reset passwords, add users to distribution lists/security groups, and verify group policy updates (gpupdate /force).
• Outlook & Microsoft 365: Rebuilding Outlook profiles (.ost files), troubleshooting email synchronization delays, M365 license checks, and Teams login errors.
• Networking & Remote Troubleshooting: Command-line diagnostic tools (ipconfig /all, ping, traceroute, nslookup), resetting TCP/IP stacks, and resolving VPN connection drops.
• ITIL Framework: Understanding the difference between an Incident (unplanned interruption) and a Service Request (formal request for something to be provided).

• Service Desk Operations: L1 Technical Support, Helpdesk Analyst, Incident Management, Service Request Fulfillment, Ticket Classification, SLA Compliance
• Systems & Software: Windows 10/11, Microsoft 365, Microsoft Teams, Outlook Troubleshooting, Active Directory, Remote Desktop (RDP)
• Networking & Security: TCP/IP, DNS, DHCP, VPN Configuration, Password Management, User Provisioning, Network Troubleshooting
• ITSM Tools & Process: ServiceNow, BMC Remedy, Jira Service Management, ITIL Framework, Documentation, First Call Resolution (FCR)

1. What is the Requisition Code for this vacancy?

The official job requisition ID is REQ575866.

2. Are freshers eligible to apply for this role?

Yes, freshers with a relevant technical degree/diploma, strong English communication skills, and basic knowledge of Windows OS, Active Directory, and networking concepts are eligible.

3. Does this role involve working in rotational shifts?

Service Desk roles typically involve rotational shifts (including night shifts) to support global client time zones. Exact shift schedules will be communicated during the interview process.