Service Desk Specialist

Position Overview (Job Summary):
The L1 Support Engineer (E1.2) provides first‑level technical support to global users in a 24×7 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:
Service Now (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