Job Description: Global Service Desk L1 AssociatePosition: Global Service Desk AssociateExperience: 2-3 Years. Experience in a call center or tech support environmentLocation: PuneShift: Global Support (may include 24/7 rotational shifts)________________________________________Role SummaryWe 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 ResponsibilitiesIncident & 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:o Password resetso Account lockoutso Email/Outlook issueso VPN/Connectivity issueso Desktop/Laptop issueso Printer and peripheral issueso 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.
