Junior Service Desk Technician

Support Smarter. Solve Faster. Grow Globally.

Kickstart your IT career in a role that keeps global teams connected and systems running smoothly-no relocation needed. If you're ready to sharpen your troubleshooting skills, work with real-world support tickets, and make your mark in a fast-paced service desk environment, this international opportunity is your next move. In this role, you'll help users resolve essential technical issues, strengthen customer experience through fast solutions, and gain international exposure that boosts your long-term career growth-so you can make your mark in the tech space with confidence.

Job Description

As a  Junior Service Desk Technician , you will provide first and second level IT support, monitor service queues, troubleshoot desktop and laptop issues, manage user accounts, and ensure requests are resolved within service level agreements. You'll also help maintain documentation and support continuous improvements in customer service delivery.

Job Overview

Employment type:

Full-time

Shift: Night shift | Weekends Off
Work setup:
Work from Home (India)

Exciting Perks Await!
Competitive package
Medical life insurance
Work-from-home setup
Standard government and Emapta benefits
Well-equipped, modern, and accessible offices
Employee engagement
Mentorship and exposure to global leaders and teams
Diverse, inclusive, and supportive culture
Transparent performance management
Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

Required Qualifications
At least 1 year of experience  in a  Service Desk, IT Support, or Helpdesk role (Level 1/entry-level support)
Basic knowledge of  Windows OS, desktop/laptop troubleshooting, and workstation setup
Experience in user account management  (e.g., Active Directory, password resets, onboarding/offboarding)
Familiarity with ticketing systems and SLA-driven environments
Basic understanding of IT security best practices  (account security, data protection, endpoint security)
Ability to provide first- and second-level support for hardware, software, and access-related issues
Strong problem-solving and analytical skills
Good documentation skills (e.g., how-to guides, process documents, knowledge base articles)
Strong communication and customer service skills; able to explain technical issues clearly to non-technical users
Ability to work independently, use sound judgment, and prioritize tasks effectively
Willingness to render after-hours or on-call support as needed
Team-oriented, with the ability to collaborate across departments

Preferred Qualifications (Advantageous)

Experience with system imaging and deployment tools
Exposure to third-party support or deployment providers
Basic understanding of networking fundamentals
Experience supporting onboarding and offboarding processes

Your Daily Tasks
Monitor the support queue to ensure customers receive prompt responses while meeting contractual service level agreements for Level 1 issues, including but not limited to:
Password resets (AD, 3rd party software, telephone voicemail PIN resets)
User account creations for new hires and terminations for employee separation
Workstation setup for new hire/users
Perform desktop and laptop system image management and deployment to ensure efficient system delivery
Integrate with 3rd party deployment and support providers as required
Perform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service desk
Understand and implement security best practices and work with security specialists to minimize vulnerabilities
Understand and comply with all contractual SLAs, policies, and procedures
Exercise discretion and independent judgment when dealing with client requests, incidents, and feedback
Build credibility and trust with client customers and departments by providing solutions to inquiries and problems
Maintain relationships with customers by understanding their needs
Analyze and recommend alternative solutions to meet customer needs
Identify areas of opportunity to improve communications and operational efficiency to improve customer satisfaction
Support the team process and participate on cross-functional…