L1 Support Service Desk

Roles and Responsibilities

Provide first-line technical support for IT-related issues, including software, application, and network-related queries
Answer and log incoming emails and chats in a timely and professional manner Identify, diagnose, and resolve technical issues or escalate them to the appropriate team (L2/L3) as necessary Follow troubleshooting steps and standard operating procedures for swift and effective problem resolution Perform system monitoring and alert management to ensure systems are operational and resolve incidents promptly Document and track service requests, ensuring proper closure of tickets and meeting SLAs Assist with setting up user accounts, password resets, and access requests Maintain a high level of customer satisfaction through clear and courteous communication Continuously enhance technical knowledge through training and staying updated on industry best practices Collaborate with other IT teams to resolve complex issues Participate in on-call rotation as required

Desired Candidate Profile

Minimum 1-2 years of experience in IT support or service desk roles
Strong understanding of IT systems, including operating systems (Windows, macOS, Linux), software applications, and networking fundamentals Experience with ticketing systems (e.g., ServiceNow, JIRA) Strong problem-solving skills and ability to troubleshoot efficiently Excellent communication skills, both written and verbal Ability to multitask and prioritize in a fast-paced environment Customer service orientation with the ability to manage pressure and handle stress Willingness to work in a 24x7 rotational shift environment (including nights, weekends, and holidays) Basic knowledge of Active Directory, Exchange, and remote support tools is a plus Desired Competencies:

ITIL Foundation certification is a plus
Strong incident management skills