Service Desk Engineer (L1)

Xcel Hires Managment Solutions Pvt Ltd

2 - 4 years

1 - 5 Lacs

noida

Posted:5 hours ago| Platform:

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Skills Required

ticketing networking wan vpn analytical active directory lan customer support windows ms office

Work Mode

Work from Office

Job Type

Full Time

Job Description

The L1 Service Desk Engineer acts as the first point of contact for end-users, providing initial support, incident triage, and service request management. The role ensures timely resolution or escalation to resolver groups while delivering excellent customer experience.
Responsibilities Serve as the first point of contact for users via phone, email, chat, or ticketing system. Log, categorize, and prioritize incidents and service requests in the ITSM tool (e.g., ServiceNow, AWS Connect).
Perform initial troubleshooting and provide resolution for standard issues (password resets, access issues, basic hardware/software troubleshooting, network connectivity).
Escalate unresolved incidents to L2 or relevant resolver groups, following defined SLAs. Provide regular ticket status updates to users. Document known issues and workarounds in the Knowledge Base. Follow defined incident and request management processes (ITIL standards). Adhere to security and compliance guidelines during issue handling.

Required Skills

Strong knowledge of Windows/Mac OS, MS Office/O365, VPN, Active Directory, and common enterprise applications.

Basic understanding of networking concepts (LAN/WAN, DNS, DHCP, Wi-Fi).

Familiarity with ITSM tools (Service Now, JIRA, Remedy, AWS Connect preferred).

Excellent communication skills (written & verbal) in English.

Strong problem-solving and analytical abilities. Customer service orientation with the ability to handle pressure.

Qualifications & Experience

Graduate in Computer Science, IT, or related field (or equivalent work experience). 2 4 years of experience in IT Helpdesk/Service Desk or customer support role.

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