Service Desk L1 support :: Contract :: Pune Full Time NEW

Job Title: Service Desk L1 Support

Location: Pune, Gandhinagar, Gurgaon/Delhi NCR, and Chennai

Contract

Job Summary:

We are looking for a Service Desk L1 Support professional to provide first-level technical support to end users. The role involves handling basic IT issues, logging tickets, and ensuring timely resolution or escalation.

Key Responsibilities:

• Respond to user queries via phone, email, or chat

• Log and track incidents and service requests in the ticketing system

• Provide basic troubleshooting for hardware, software, and network issues

• Resolve common issues such as password resets, login problems, and application access

• Escalate complex issues to L2/L3 support teams

• Follow standard operating procedures (SOPs) and SLAs

• Maintain proper documentation of issues and resolutions

Required Skills:

• Basic knowledge of operating systems (Windows/Mac)

• Understanding of common IT tools and applications (MS Office, email clients)

• Good communication and customer service skills

• Ability to troubleshoot basic technical issues

• Familiarity with ticketing tools (e.g., ServiceNow, Jira) is a plus

Qualifications:

• Bachelor’s degree or diploma in IT, Computer Science, or related field

• Relevant certifications (optional) such as ITIL Foundation are a plus

Preferred Attributes:

• Strong problem-solving skills

• Ability to work in shifts (if required)

• Team player with a positive attitude