Service Desk Technician – Level 1 (Pune)

About the role

Litmos is seeking a Level 1 Service Desk Technician to join its Pune office. This frontline position provides first‑line IT support to internal users, handling hardware, software and connectivity issues while building a solid technical foundation in a fast‑paced SaaS environment.

Key responsibilities

• Serve as the initial point of contact for support requests via the ITSM ticketing platform, email or in‑person.
• Troubleshoot and resolve common Windows and macOS hardware, software and network problems.
• Perform password resets, account unlocks and access requests using Microsoft Entra ID.
• Escalate complex incidents to senior IT staff with clear documentation.
• Log, track and prioritize tickets to meet SLA targets and contribute to knowledge‑base articles.
• Assist with device setup, imaging, configuration and deployment for new hires and support basic endpoint management tasks.
• Maintain accurate records of hardware assets in the asset tracking system.
• Support onboarding and off‑boarding workflows, coordinating with HR and IT Operations.
• Promote IT security policies and report potential compliance issues.

Required profile

• Early‑career IT professional eager to develop technical skills.
• Strong customer‑service orientation with a positive, professional attitude.
• Ability to follow documented processes and work collaboratively with senior staff.

Required skills

• Windows operating system troubleshooting.
• macOS operating system troubleshooting.
• Microsoft Entra ID (Azure AD) account management.
• Experience with an ITSM ticketing platform.
• Basic endpoint management and device imaging.