Job Title: IT Service Desk Analyst – L1 (Oracle EBS & Fusion)
Location: Noida
Experience: 1–3 Years (Preferred)
Early or Immediate Joiners Preferred
Education:
- B.Tech / B.Com / M.Com
Role Overview:
We are looking for a proactive IT Service Desk Analyst (L1 Support) with functional knowledge of Oracle EBS and Oracle Fusion modules (AP, AR, GL). The role involves handling end-user queries, managing incidents based on priority, and providing first-level support through voice and ticketing channels.
Key Responsibilities:
- Provide 1st line support for Oracle EBS and Oracle Fusion (AP, AR, GL modules)
- Take Voice Calls (approx. 6 hours daily) and resolve user queries efficiently
- Log, track, and manage incidents via ITSM tools (e.g., ServiceNow, Topdesk, etc.)
- Categorize and prioritize incidents (P1, P2, P3, P4) based on impact and urgency
- Ensure timely resolution within defined SLAs and escalate when required
- Follow ITIL processes for Incident Management
- Coordinate with L2/L3 teams for issue resolution and follow-ups
- Maintain proper documentation of issues, resolutions, and workarounds
- Provide regular updates to users and stakeholders on ticket status
Required Skills:
- Basic to intermediate knowledge of Oracle EBS / Oracle Fusion:
- Accounts Payable (AP)
- Accounts Receivable (AR)
- General Ledger (GL)
- Hands-on experience with ITSM tools
- Good understanding of Incident Management lifecycle
- Strong communication skills (verbal & written)
- Ability to handle customer interactions professionally over calls
- Basic troubleshooting and analytical skills
Preferred Skills:
- Knowledge of ITIL framework
- Experience in handling high-priority incidents (P1/P2)
- Exposure to SLA-driven support environments
Key Attributes:
- Customer-focused approach
- Ability to work in shifts
- Team player with a proactive attitude
- Quick learner with problem-solving mindset
Total Experience Expected: 01-02 years