L1 Service Desk Technician

1 day ago

Gandhinagar, Gujarat, India beBeeTechnical Full time US$ 25,000 - US$ 45,000

**Job Title:** L1 Service Desk Technician

This is a proactive role for an L1 Service Desk Technician to handle IT support requests. The incumbent will be the first point of contact for all IT-related user issues and requests.

Key Responsibilities:
  • Serve as the initial point of contact for all IT-related user issues and requests.
    • Record, categorize, and prioritize incidents in the ITSM/ticketing system.
      • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
        • Reset passwords, unlock accounts, and assist with access-related issues.
          • Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
            • Maintain communication with users to provide status updates and follow-ups.
              • Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
                • Support remote users using remote desktop tools.

We are seeking a highly skilled and motivated individual to fill this role. If you have the required skills and qualifications, please submit your application.

Required Skills and Qualifications:

  • 1-3 years of experience in IT Service Desk or desktop support roles.
  • Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
  • Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
  • Good understanding of ITIL processes and incident lifecycle.

Benefits:

  • Diploma or Bachelor's Degree in IT, Computer Science, or related field.
  • ITIL Foundation certification is a plus.
  • A+ / MCSA / HDI certification is advantageous.

About This Role:

This role involves handling incoming incidents and service requests via phone, email, or ticketing tools. The successful candidate will be responsible for providing basic Level 1 troubleshooting and escalating unresolved issues to L2/L3 teams.

We offer a competitive salary and benefits package to the right candidate.

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