Junior Service Desk Specialist (L1)

About the role

We are looking for a Junior Service Desk Specialist to join our IT team. The role serves as the first point of contact for users needing technical assistance and provides initial troubleshooting across a range of Microsoft and cloud‑based tools.

Key responsibilities

• Receive and log incidents and service requests via phone, email or ticketing system (ServiceNow).
• Troubleshoot hardware, software, network connectivity and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365 and ServiceNow.
• Perform basic configuration and management tasks in Intune, AD, Azure, Exchange Admin and O365.
• Assist users with password resets, account unlocks and basic application support.
• Escalate complex issues to L2/L3 teams while ensuring timely follow‑up.
• Contribute to internal knowledge‑base articles and user guides.
• Maintain a professional, customer‑focused attitude in all interactions.

Required profile

• 1‑4 years of experience in an IT support role.
• Bachelor’s degree (BCA, BCOM, BSC or BA) or equivalent.
• Strong verbal and written communication skills.
• Customer‑centric mindset with a passion for helping users.
• Ability to work in a fast‑paced environment and manage multiple tasks.

Required skills

• Microsoft Intune
• Active Directory
• Microsoft Azure
• Exchange Administration
• Office 365 (O365)
• ServiceNow ticketing platform
• Fundamental knowledge of computer hardware, software and networking concepts