L1 IT Support Engineer – Global Service Desk Analyst

About the role

We are looking for a customer‑focused L1 IT Support Engineer to join Dassault Systèmes’ Global Service Desk in Pune. As the first point of contact, you will provide timely technical assistance via phone, chat, email and remote tools, supporting a diverse user base across multiple regions.

Key responsibilities

• Serve as the primary contact for IT incidents and service requests, logging and managing tickets according to defined SLAs.
• Perform first‑level troubleshooting on Windows desktops, laptops, Microsoft Office, Outlook, Zoom, browsers, printers, VPN, Wi‑Fi and basic networking.
• Escalate unresolved issues with complete diagnostics to higher‑level teams.
• Support endpoint provisioning, standard desktop configurations and use knowledge articles while contributing new content.
• Leverage AI‑powered support tools, identify automation opportunities and maintain ticket quality.
• Deliver professional customer service in a 24 × 5 rotational shift model.

Required profile

• Bachelor’s degree in any discipline.
• 3–5 years of IT Help Desk or Global Service Desk experience.
• Excellent spoken and written English.
• Strong Windows desktop troubleshooting skills and familiarity with Microsoft Office, Outlook, Zoom and enterprise productivity tools.
• Experience with ITSM/ticketing platforms and a solid analytical mindset.
• Willingness to work 24 × 5 rotational shifts.

Required skills

• Windows OS desktop administration
• Microsoft Office suite
• Outlook
• Zoom
• VPN and Wi‑Fi connectivity
• Basic LAN/WAN/Wireless networking
• Endpoint provisioning and configuration
• Knowledge‑base authoring
• AI‑enabled support tools
• ITSM ticketing systems

What we offer

• Opportunity to work for a leading European software company.
• Collaborative and innovative culture.
• Personal development and career progression pathways.
• Commitment to inclusion and diversity.