Service Desk Associate – IT Support

About the role

The Service Desk Associate is the first point of contact for end‑users, delivering technical assistance and ensuring smooth IT operations across the organization.

Key responsibilities

• Act as the single point of contact for all end‑user IT queries, logging and managing incidents via the ITSM tool.
• Provide first‑line support for hardware, software, network, Windows OS, Microsoft 365 and VPN issues.
• Perform user account administration, including password resets and access management in Active Directory.
• Escalate complex incidents to specialized teams while maintaining ownership and communication.
• Monitor ticket queues to meet SLA targets and contribute to knowledge‑base articles.
• Follow ITIL processes for Incident, Service Request, Problem and Change Management.

Required profile

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

Required skills

• Windows operating system administration.
• Microsoft 365 suite troubleshooting.
• VPN configuration and support.
• Active Directory user management.
• ITSM tools such as ServiceNow or ManageEngine.
• Basic networking concepts and remote support tools.