Service Desk Associate (3+ Years Experience) – Pune

About the role

The Service Desk Associate is the primary point of contact for end‑users, delivering technical support and resolving a wide range of IT issues. This role ensures smooth IT operations and timely assistance for users across the organization.

Key responsibilities

• Act as the single point of contact for end‑user IT support, responding promptly to queries.
• Log and manage incidents and service requests in the ITSM tool, maintaining accurate records.
• Provide first‑line support for hardware, software and network problems.
• Diagnose and resolve Windows OS, Microsoft 365 and VPN issues.
• Perform user account administration, including password resets and access management.
• Escalate complex incidents to appropriate teams while maintaining ownership and communication.
• Monitor ticket queues to ensure SLA compliance and timely updates.
• Contribute to knowledge‑base articles and follow ITIL processes for Incident, Service Request, Problem and Change Management.

Required skills

• Windows operating system troubleshooting
• Microsoft 365 administration
• VPN configuration and support
• Hardware, software and network issue resolution
• User account administration (password resets, access management)
• ITSM tool usage for incident and request tracking
• Knowledge of ITIL processes