Global Service Desk L1 Associate

We are looking for a Service Desk L1/L1.5 Associate to provide first-level technical support for global users. This role includes handling IT incidents, service requests, troubleshooting common issues, and ensuring high-quality customer service.

Responsibilities

Serve as the first point of contact for global users via phone, email, chat, or ticketing system; Log, categorize, and prioritize IT incidents and service requests in the ITSM tool; Communicate clearly and professionally with end users; Maintain SLA compliance with timely ticket resolution and updates; Provide excellent customer experience and follow up on pending issues; Perform basic troubleshooting for password resets, account lockouts, email/Outlook issues, VPN/Connectivity issues, desktop/laptop issues, printer and peripheral issues, and basic application support; Follow standard troubleshooting scripts, knowledge articles, and SOPs; Provide support for Windows/Mac OS, MS Office, Teams, and other standard applications; Assist with Microsoft 365 access issues (login, MFA, password, Teams connectivity); Support mobile devices (iOS/Android) including email configuration; Escalate unresolved issues to L2/L3 teams with proper documentation; Contribute to knowledge base articles and user guides when required; Identify recurring issues and flag them to the senior team

Requirements

2-3 years of experience in a call center or tech support environment; Good understanding of basic IT concepts: OS, network basics, email, hardware; Strong communication and customer service mindset; Ability to follow SOPs, troubleshooting flows, and escalation paths; Familiarity with Office 365, Windows 10/11, VPN concepts; Knowledge of ticketing tools (ServiceNow preferred); Basic understanding of Active Directory (password resets, unlock accounts); Bachelor’s degree in Computer Science, IT, or related field; Diplomas or technical courses in IT are acceptable