Technical Support Associate - Level I Service Desk - Noida

Were Hiring | Level I Service Desk Technical Support Associate

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Role Overview:

We are looking for a proactive and customer-focused Level I Service Desk / Technical Support Associate to provide voice and email-based technical support in a 24/7 environment. The role involves incident management, troubleshooting, and end-user support in alignment with ITIL best practices.

Educational Qualifications:

Experience Desirable

• Minimum 6 months of experience in a similar Service Desk / Technical Support role
• ITIL Foundation certified
• Experience working in a 24/7 support environment

Experience Desirable

• 1+ year experience in a similar role
• Experience in Desktop Support / Application Support
• Exposure to ITSM ticketing tools

Basic Requirements:

• Strong understanding of Service Desk operations
• Excellent written and verbal communication skills
• Experience in International Voice Process

Hands-on experience in:

• Desktop Support & Application Support
• Active Directory & Workstation issues (Mandatory)

Key Responsibilities:

• Provide voice and email technical support ensuring resolution as per ITIL Incident Management process
• Own incidents and tickets from logging to closure, ensuring customer satisfaction
• Update and follow up on tickets for timely resolution
• Coordinate with vendors, problem management teams, and other support towers
• Perform incident lifecycle management, including escalation as per documented procedures

Troubleshoot:

• Applications (Off-the-shelf & customized)
• Printers & MFDs
• VPN software & collaboration tools
• Password reset & remote control tools
• Windows OS, MS Office, desktops, laptops, iPads, peripherals & networking
• Workplace IT, communications & collaboration tools (including IP Telephony)
• Proactive monitoring and escalation to ensure service continuity

Knowledge & Skills:

• Strong understanding of ITIL, ITSM, ServiceNow
• Troubleshooting expertise in BSOD, MS Outlook, MS Office Suite

Certifications preferred:

• CompTIA A+
• Microsoft Certified Desktop Support Technician (MCDST)
• CompTIA PDI+
• Microsoft Office Specialist (MOS)
• ITIL Help Desk Institute Analyst
• Mac OSx skills (added advantage)
• Excellent customer handling and communication skills

Interested candidates can apply or share their profiles to get started immediately - akhil.c@sahasyaglobal.com, whatsapp:9573584606.