Service Desk Associate – L1 IT Support

About the role

As a Service Desk Associate you will be the primary point of contact for end‑users, delivering first‑line technical support and ensuring timely resolution of IT incidents and service requests.

Key responsibilities

• Act as the single point of contact for all end‑user IT queries and log incidents in the ITSM tool.
• Provide first‑line support for hardware, software, network, Windows OS, Microsoft 365 and VPN issues.
• Perform user account administration such as password resets and access management.
• Escalate complex incidents to appropriate teams while maintaining ownership and communication.
• Monitor ticket queues to meet SLA targets and contribute to knowledge‑base articles.

Required profile

• 1‑7 years of experience in an L1 Technical Service Desk or IT Helpdesk role.
• ITIL V3 Foundation or ITIL 4 Foundation certification (mandatory).
• Experience working in a 24 × 7 support environment with rotational shifts (preferred).
• Strong communication skills and a customer‑centric attitude.

Required skills

• Windows operating system administration.
• Microsoft 365 suite troubleshooting.
• VPN configuration and troubleshooting.
• Active Directory user and group management.
• Proficiency with ITSM tools such as ServiceNow or ManageEngine.
• Remote support tools and basic networking concepts.