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Job Title: IT Service Desk Analyst – L1 (Oracle EBS & Fusion)\nLocation: Noida\nExperience: 1–3 Years (Preferred)\nEarly or Immediate Joiners Preferred\nEducation: B.Tech / B.Com / M.Com\n\nWe 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.
Job Responsibility:
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
Requirements:
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
Nice to have:
Knowledge of ITIL framework
Experience in handling high-priority incidents (P1/P2)