L1 Service Desk Specialist

3 days ago

Agra, Uttar Pradesh, India beBeeCustomer Full time US$ 60,000 - US$ 90,000
We are seeking a proactive and detail-oriented L1 Service Desk Specialist to serve as the first point of contact for IT support requests. The ideal candidate will possess excellent communication skills, a strong work ethic, and a passion for delivering exceptional customer service.
Job Description:The successful L1 Service Desk Specialist will be responsible for handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.
Required Skills and Qualifications:
  • A minimum of 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

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

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