Job Description: Global Service Desk L1 Associate
Position: Global Service Desk Associate
Experience: 2-3 Years. Experience in a call center or tech support environment
Location: Pune
Shift: Global Support (may include 24/7 rotational shifts)
________________________________________
Role Summary
We are looking for a Service Desk L1/L1.5 Associate to provide first-level technical support for global users. This role includes handling IT incidents, service requests, troubleshooting common issues, and ensuring high-quality customer service.
________________________________________
Key Responsibilities
Incident & Request Handling
- Serve as the first point of contact for global users via phone, email, chat, or ticketing system.
- Log, categorize, and prioritize IT incidents and service requests in the ITSM tool (ServiceNow, Jira, Remedy, etc.).
- Communicate clearly and professionally with end users.
- Maintain SLA compliance with timely ticket resolution and updates.
- Provide excellent customer experience and follow up on pending issues.
- Perform basic troubleshooting for:
- Password resets
- Account lockouts
- Email/Outlook issues
- VPN/Connectivity issues
- Desktop/Laptop issues
- Printer and peripheral issues
- Basic application support
- Follow standard troubleshooting scripts, knowledge articles, and SOPs.
- Provide support for Windows/Mac OS, MS Office, Teams, and other standard applications.
- Assist with Microsoft 365 access issues (login, MFA, password, Teams connectivity).
- Support mobile devices (iOS/Android) including email configuration.
- Escalate unresolved issues to L2/L3 teams with proper documentation.
- Contribute to knowledge base articles and user guides when required.
- Identify recurring issues and flag them to the senior team.
________________________________________
Required Skills
- Good understanding of basic IT concepts: OS, network basics, email, hardware.
- Strong communication and customer service mindset.
- Ability to follow SOPs, troubleshooting flows, and escalation paths.
- Familiarity with Office 365, Windows 10/11, VPN concepts.
- Knowledge of ticketing tools (ServiceNow preferred).
- Basic understanding of Active Directory (password resets, unlock accounts).
________________________________________
Education
- Bachelor's degree in Computer Science, IT, or related field.
- Diplomas or technical courses in IT are acceptable.
