Service Desk Engineer – L1

Service Desk Engineer – L1

Location: Bangalore

Experience: 1–3 Years

Joining Preference: Immediate to 30 Days

Job Overview

We are looking for a Service Desk Engineer – L1 to provide first-level technical support to end users and ensure timely resolution of IT-related incidents and service requests. The ideal candidate should have good troubleshooting skills, strong communication abilities, and hands-on experience in an IT service desk or helpdesk environment.

Key Responsibilities

Provide L1 technical support to users through phone, email, chat, and ticketing systems.

Log, categorize, prioritize, and manage incidents and service requests in the ITSM tool.

Troubleshoot basic hardware, software, network, and application-related issues.

Provide support for Windows operating systems, desktops, laptops, printers, and peripheral devices.

Assist users with password resets, account access, software installation, and basic configuration.

Monitor assigned tickets and ensure incidents are resolved within defined SLA timelines.

Escalate unresolved or complex technical issues to L2/L3 support teams as required.

Maintain accurate documentation of troubleshooting steps and resolutions.

Follow established ITIL/ITSM processes for incident and service request management.

Coordinate with internal IT teams and other support groups for timely issue resolution.

Provide regular updates to users regarding ticket status and resolution.

Maintain a high level of customer service and professional communication.

Required Skills & Qualifications

Bachelor's degree/Diploma in Computer Science, IT, or a related field.

1–3 years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support.

Good knowledge of Windows OS, MS Office, hardware, software, and basic networking.

Experience with ITSM/ticketing tools such as ServiceNow, Remedy, Jira, or similar platforms.

Basic understanding of LAN, TCP/IP, DNS, DHCP, VPN, and network troubleshooting.

Good troubleshooting and problem-solving skills.

Strong verbal and written communication skills.

Ability to work in a team-oriented and customer-focused environment.

Preferred Skills

Knowledge of ITIL processes and SLA management.

Experience in an enterprise/corporate IT support environment.

Exposure to Active Directory, Office 365/Microsoft 365, VPN, and remote support tools.

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications will be an advantage.