IT Service Desk Technician (L1)

Job Title: Service Desk Technician (L1)

Location: Pune | Work from Office
Experience: 6 months - 2 years
Shift: Rotational shifts
Notice Period: Immediate joiners preferred

We are hiring a Service Desk Technician to provide first-level IT support to global users through voice calls, emails and support tickets. The role involves resolving day-to-day technical issues, maintaining accurate ticket records and delivering professional customer service.

Roles and Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, software, printer, hardware and application issues.
• Assist with password resets, account unlocks and user access requests in Active Directory.
• Diagnose basic Wi-Fi, VPN and network connectivity issues.
• Log, prioritize and update tickets in ServiceNow, and work within SLA timelines.
• Escalate complex issues to L2/L3 teams and keep users informed of progress.
• Follow IT security procedures and maintain clear resolution notes and knowledge base documentation.

Required Skills

• 6 months2 years of L1 service desk or technical support experience.

• Experience supporting users through voice calls and emails.

• Working knowledge of ServiceNow, Windows, Microsoft 365 and Active Directory.

• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi and VPN.

• Strong English communication, troubleshooting and customer service skills.

• ITIL certification is mandatory.

Additional Details

• Pune-based candidates are preferred.
• Candidates must be willing to work from office in 24/7 rotational shifts.
• Cab facility: Doorstep pick-up and drop-off will be provided.
• Shortlisted candidates must be available for a live, on-camera video interview.

Interested candidates may share their updated resume at [email protected]. Please include your current location, total experience, notice period and ITIL certification details.