L1 Service Desk Support

3 days ago

Pune Maharashtra, India systems plus Full time

**Location: Pune**

**Employment Type: full-time**

**Designation: L1 Service Desk Support**

**Job Details**:
Primary Skills
- Must have **2-3 years** of experience in IT Service Desk - Helpdesk
- Excellent communication with skills like **Active listening, empathy, technical proficiency & professionalism** (both verbal and written)
- In-depth Technical Support role, Advanced troubleshooting for Desktop, Active Directory, Outlook Configuration, O365 Applications, **Printers, Scanners, DL, Shared Mailbox etc.**:

- Remote Support Services/ Desktop Support / Technical Support.
- Knowledge of ITIL V3, V4 and ticketing tool CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk etc.
- Good Knowledge of SLA, ticket triaging and handling escalations.
- Experience dealing with International clients or customers.
- To provide remote customer service support to clients, engineers and staff.
- To coordinate, collaborate and escalate tasks with Global IT teams within established timelines.
- Ability to work without direct supervision.
- Open to work for **24X7 Rotational Shifts (Any Regional Support - US/ EMEA / APAC)**:

- Open to work on weekends for on-call support.
- Ability to understand the urgency & priority of reported issues or given situations.
- Open to working from Office and home in a Hybrid model.

**Secondary Skills**
- Maintain good client relationship
- Good interpersonal skills and ability to work well within the team.
- To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings
- Good problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it.

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