IT 1st Line Service Desk Technician

Cielo Talent

3 - 4 years

3 - 7 Lacs

gurugram

Posted:4 days ago| Platform:

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Skills Required

l1 support it service desk ticketing tools itsm ticketing it helpdesk servicenow incident management incident troubleshooting itil

Work Mode

Hybrid

Job Type

Full Time

Job Description

Accountabilities

Monitor and prioritize fulfillment of support requests and incidents.
Identify trends and recurring issues to support early problem detection and escalation.
Maintain day-to-day asset management ensuring all assets are properly updated throughout their lifecycle.
Ensure technology policies, procedures, and best practices are consistently followed.
Work in alignment with global support practices including incident, escalation, problem, and change management processes.

Main Duties

Provide effective and efficient technical support to end users while logging all actions within the ITSM/Service Desk tool.
Maintain service delivery in accordance with defined SLAs.
Manage the full request lifecycle from initiation through resolution.
Deliver outstanding customer service across verbal and written communication.
Image, configure, update, and support workstations, laptops, and mobile devices.
Install, upgrade, and support business applications.
Offer remote and onsite support across business areas.
Follow structured incident and request lifecycle processes including accurate ticket documentation and resolution tracking.
Collaborate with second-line support teams to validate fixes and conduct post-resolution reviews.
Handle support requests via phone, email, walk-ins, and ITSM portals courteously and professionally.
Explain technical information in simple, user-friendly language.
Ensure adherence to IT policies, ITIL-aligned best practices, and compliance standards.
Work to meet individual and team KPIs, providing timely and efficient ticket resolution.
Administer user accounts, permissions, and access rights.
Manage basic IT purchases including raising purchase orders and managing peripheral requests.
Support software deployment, upgrades, and hardware changes.
Maintain accurate record-keeping within the asset management database.

Preferred candidate profile

Bachelors degree in IT, Computer Science, or related technical discipline (or equivalent experience).
+3 years of experience in IT Support / Service Desk / Technical Support function and ITIL processes
Ability to work in shifts or flexible schedule depending on business needs.
Strong customer service skills with problem-solving attitude.

Hands-on experience with:

Windows OS, hardware troubleshooting, and mobile device support
Service Desk or ITSM tools (e.g., ServiceNow, BMC Remedy, ManageEngine, Jira, etc.)
Basic networking concepts, Active Directory, and account administration

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