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
BCA/MCA/Bcom
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
