Service Desk Associate

Job Title: Service Desk Associate

Location: Noida
Experience: 3-4 Years

Key Responsibilities

• Respond to incoming calls, emails, and chats from users and log incidents/service requests.
• Provide Level 1 (L1) troubleshooting for hardware, software, network, and O365-related issues.
• Categorize, prioritize, and track incidents based on business impact and urgency.
• Monitor incidents from initiation to closure and ensure timely resolution.
• Escalate unresolved issues to the appropriate support teams when required.
• Create and maintain incident records, reports, and knowledge base articles.
• Collaborate with cross-functional teams to resolve user issues efficiently.
• Communicate updates and resolutions to end users and stakeholders.
• Follow ITIL-based incident management processes and best practices.

Required Skills

• 3-4 years of experience in Service Desk/Desktop Support/IT Helpdesk.
• Strong verbal and written communication skills.
• Experience supporting global customers.
• Good knowledge of Microsoft Office 365 (O365).
• Basic troubleshooting knowledge of Windows operating systems, applications, and hardware.
• Understanding of network fundamentals (LAN, WAN, VPN, DNS, DHCP).
• Knowledge of ITIL framework and Incident Management processes.
• Hands-on experience with ITSM tools (ServiceNow, Ivanti, Remedy, etc.).
• Ability to manage multiple incidents and prioritize effectively.

Preferred Skills

• Knowledge of Active Directory (User Management, Password Reset, Account Unlock).
• Basic understanding of SCCM.
• Familiarity with Ivanti Service Manager.
• Understanding of incident response, mitigation, and problem management.