L1 Service Desk Support Specialist

7 days ago

Mount Abu, Rajasthan, India beBeeTechnical Full time US$ 50,000 - US$ 75,000

Job Title: L1 Service Desk Support Specialist

About the Role:

We are seeking a proactive L1 Service Desk Agent to serve as the first point of contact for IT support requests.

The ideal candidate will possess strong technical skills, excellent communication abilities, and a customer-centric mindset.

The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, 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 Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
  • 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.
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.
  • 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:

This role offers opportunities for growth and development in a dynamic environment.

Selected candidates will have access to ongoing training and professional certifications.

The position also provides a chance to work in a collaborative team environment.

How to Apply:

If you're a motivated individual with a passion for delivering exceptional customer experiences, please send your updated CV to apply.

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