L1 Service desk support
- Infobeans
- 1 - 5 years
- Mumbai
- 9 months ago
- Email to a friend
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Job Description
Job Title: L1 Global Service Desk Support (24x7 Rotational Shift Work)
Location: Mumbai
Job Description: We are looking for an enthusiastic and dedicated L1 Service Desk Support professional to join our dynamic IT support team. The role requires providing first-line technical support to end-users and ensuring smooth operations of IT services.
This position involves working in a 24x7 rotational shift schedule from the office, offering support to a wide range of customers with their IT-related issues and inquiries.
As an L1 Service Desk Support, you will be the first point of contact for all technical service requests, aiming to resolve issues efficiently while ensuring the highest level of customer satisfaction.
Key Responsibilities: Provide first-line technical support for IT-related issues, including software, Application and network-related queries. Answer and log incoming emails, and chats in a timely and professional manner. Identify, diagnose, and resolve technical issues or escalate them to the appropriate team (L2/L3) when necessary. Follow troubleshooting steps and standard operating procedures to ensure swift and effective problem resolution. Perform system monitoring and alert management to ensure systems are operational and resolve incidents promptly. Document and track service requests, ensuring proper closure of tickets and meeting SLAs. Assist with setting up user accounts, password resets, and access requests. Maintain a high level of customer satisfaction by offering friendly, clear, and concise communication at all times. Continuously improve technical knowledge through training and staying updated on industry best practices. Collaborate with other IT teams to ensure smooth resolution of complex issues. Participate in on-call rotation as required.
Skills & Qualifications:
Educational Qualification: Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
Experience: Minimum 1-2 years of experience in IT support or service desk roles.
Strong understanding of IT systems, including operating systems (Windows, macOS, Linux), software applications, and networking basics.
Experience with ticketing systems (e.g., ServiceNow, JIRA, etc.). Good problem-solving skills with the ability to analyze and resolve technical issues efficiently.
Excellent communication skills, both written and verbal. Ability to multitask and prioritize in a fast-paced environment. Strong customer service orientation with the ability to handle stress and work under pressure. Willingness to work in a 24x7 rotational shift environment (including nights, weekends, and holidays).
Basic knowledge of Active Directory, Exchange, and remote support tools is a plus.
Desired Competencies: ITIL Foundation certification is a plus.
Incident Management
Ability to work independently and as part of a team in a collaborative environment
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security, Role Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InfobeansLocation(s): Mumbai
Keyskills: Ticketing Tools Service Desk IT Support Troubleshooting Active Directory
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