Job Description

Job Summary

The Service Desk L1 Engineer serves as the first point of contact for IT support, handling user queries and incidents across hardware, software, and applications. This role requires strong communication skills, technical troubleshooting ability, and adherence to ITIL processes to ensure timely resolution and excellent customer experience.

Key Responsibilities

• Handle calls, chats, and emails from end users related to hardware, software, and applications.
• Identify, investigate, and analyze issues or requests; assign tickets to the correct resolver group as per process.
• Prioritize tickets according to the priority matrix.
• Provide remote resolution using tools like Dameware, LogMeIn, Zoom, MS Teams, WebEx.
• Deliver first-level resolution based on SOPs and KEDB.
• Follow the incident and service request lifecycle as defined in ITIL processes.
• Notify shift leads in case of escalation events.
• Confirm resolution and user satisfaction before closing tickets.
• Maintain ITIL-based documentation for all activities.
• Suggest value additions or improvement plans for existing or new processes.
• Provide daily ticket status updates.
• Ensure compliance with security policies and professional standards.
• Willingness to work on a 24/7 rotational shift, including weekends.

Skill Requirements

• Strong knowledge of MS Office, Windows 10 or 11, and Macintosh (preferred).
• Ability to troubleshoot basic hardware issues (diagnosis, hard boot, driver installation).
• Active Directory: Account unlock/reset, security group modification, updating AD attributes.
• Office 365 Exchange Admin: DL creation/modification, mailbox access provisioning, license management.
• Familiarity with ITSM tools like BMC Helix​, ServiceNow, Remedyforce,
• Collaboration tools:
• Browser troubleshooting: IE, Edge, Chrome.
• Basic network troubleshooting (wired/wireless).
• Handle and troubleshoot standalone and cloud applications using KB/SOPs.
• Knowledge of SCCM, MBAM (BitLocker), antivirus tools (SEP, McAfee, Cortex, Sophos).
• VPN troubleshooting (GlobalProtect, Cisco AnyConnect, Pulse Secure).

Other Requirements

• Excellent communication skills with proficiency in English (written and verbal).
• Professional phone, email, and chat etiquette.
• Highly motivated with a positive attitude.
• Strong customer handling and interpersonal skills.
• Ability to adhere to defined processes and SLAs.
• Team player with willingness to provide value addition to clients.
• Graduates with 2–3 years of service delivery experience.
• ITIL certified professional preferred.
• Graduate in Computer Science, Information Technology, or related field.
• Postgraduate degree is an advantage.
• IT certifications like ITIL Foundation, CompTIA A+, or equivalent preferred.
• Excellent communication skills and fluency in English (written and verbal).
• Ability to prioritize and manage multiple tasks under pressure
• Incident management and coordination during outages
• Analytical thinking and problem-solving skills
• Team collaboration and adaptability in dynamic environments