L1 IT Support Specialist

1 day ago

Thiruvananthapuram, Kerala, India beBeeService Full time ₹ 8,00,000 - ₹ 15,00,000

L1 Service Desk Agent Role Summary:

We are looking for a proactive L1 Service Desk Agent to provide exceptional IT support services. The role involves handling incoming incidents and service requests, providing basic troubleshooting, and ensuring timely escalation when required.

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.

Requirements:

  • 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.

Preferred Qualifications:

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

Benefits: A competitive salary and opportunities for growth and development.

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