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)
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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.
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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:
o Password resets
o Account lockouts
o Email/Outlook issues
o VPN/Connectivity issues
o Desktop/Laptop issues
o Printer and peripheral issues
o 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.
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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).
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Education
• Bachelor’s degree in Computer Science, IT, or related field.
• Diplomas or technical courses in IT are acceptable.