Junior Associate- Service Desk

The Service Desk Associate acts as the first line of support for technical issues and service requests, providing essential intake, triage, and routing services across multiple capability groups. You are responsible for capturing accurate issue details, ensuring timely routing to resolver teams, and executing defined Level 1 tasks based on SOPs. In addition, you play a critical part in maintaining service quality by monitoring SLA adherence and escalating potential breaches to team leaders. This position requires excellent communication skills, strong attention to detail, and a customer-focused mindset to help maintain a high standard of IT service delivery. Key Responsibilities: Ticket Triage and Routing: Review and triage all inbound tickets by collecting necessary issue details and assigning them to the appropriate resolver queues within the defined scope of services. Inbound Call Handling: Receive and process inbound support calls from users, ensuring accurate documentation and ticket creation based on the conversation and issue raised. Customer Escalation Management: Handle ticket escalations from customers in cases of service failures. Ensure that escalations are acknowledged and directed to the appropriate resolver groups in a timely manner. SLA Queue Monitoring: Continuously monitor SLA-based queues and proactively identify tickets that are approaching breach timelines. Notify team leads to enable timely resolution and SLA compliance. Execution of L1 SOP Tasks: Perform basic operational tasks as defined under Level 1 Standard Operating Procedures (SOPs) across various capability groups. These tasks may include routine system checks, report generation, or environment health verifications. Coordination with NOC Team: Although the responsibility of publishing service outage communication has transitioned to the NOC team, you must remain aligned with NOC during outages to ensure internal awareness and timely updates when needed. Job Requirements: Technical Skills: - Bachelor's degree (in IT would be preferred) - Experience range: 0 to 6 months of experience - Desirable working on Azure/AWS/M365 services - Desirable Qualifications: ITIL Foundation Level certified/Microsoft Azure fundamentals (AZ-900)/Microsoft 365 Fundamentals (MS-900) Skills & Competencies: - Strong written and verbal communication skills with a customer-first approach and professionalism under pressure - Ability to follow documented processes and SOPs with accuracy and consistency - High attention to detail, especially in documentation and data entry - Basic understanding of IT systems, ticketing platforms, and support processes - Proactive, organized, and capable of managing multiple tasks effectively in a fast-paced environment - Team-oriented mindset with a strong sense of accountability and reliability - Enthusiastic about working in a structured, process-driven support environment - Open to learning, continuous improvement, and contributing to a central knowledge base for process efficiency - Willingness to work rotational shifts, including weekends and holidays, to support 24x7 service operations Company description: Why SoftwareOne Looking for an internship or first job Starting your career is complicated, isn't it Not with us! You can become a new #swomie and enjoy the advantages we have prepared for new talents, as we want you to gain experience but also develop your career at a global company: - Intensive - and continuous training, the IT world is moving forward and we don't miss a thing! - Mentoring - You will have your own mentor to guide and help you. - Involvement - The best professionals ready to teach you as much as you want. At SoftwareOne, we offer you a Junior position in our Service Desk team. And the best part - we teach you everything you need to know through our SoftwareOne Academy!,