Service Desk Specialist

Position Overview (Job Summary):

The L1 Support Engineer (E1.2) provides firstlevel technical support to global users in a 247 environment. The role involves handling inbound calls, resolving incidents within SLA, supporting remote desktop issues, troubleshooting basic infrastructure components (VPN, VDI, Active Directory), and ensuring excellent customer experience. The engineer will work from the office, rotating shifts, and must be comfortable in a voice-based service desk environment.

Primary Skills:

• International Voice-Based Service Desk support
• Ticketing tools: ServiceNow (preferred)
• Active Directory basics
• RSA Token troubleshooting
• VPN, Citrix, VDI troubleshooting
• Remote Desktop Support (L1)
• MS Office (basic proficiency)

Secondary Skills:

• Strong communication skills (voice, accent, clarity)
• Basic log analysis & incident triage
• Ability to follow SOPs and escalation procedures
• Customer-first approach & service orientation
• Ability to multitask in high-volume environments

Experience:

0.6 3 years (L1 / IT Service Desk / Technical Support)

Role and Responsibilities

A. Key Responsibilities

• Ensure high login efficiency and availability during shifts
• Handle and resolve incidents within defined SLAs (volume & TAT)
• Manage inbound calls (~90% of daily tasks)
• Maintain quality standards in communication, compliance & processes
• Respond to user queries via phone, email, chat, and ticketing tools
• Assign incidents/work orders to relevant support teams
• Troubleshoot user issues through interaction, research & analysis
• Provide Level 1 remote desktop support as per SOPs
• Drive customer satisfaction using FCR, low AHT & reducing reopen/reject rates

B. Additional Responsibilities

• Maintain accurate and updated work logs
• Follow escalation procedures and operational guidelines
• Support onboarding/offboarding processes (where applicable)
• Adhere to information security and compliance guidelines
• Contribute to continuous process and service improvement