Service Desk Technician L1
Published date: 2026/11/08
- Location: Ahmedabad, Gujarat, India
Job Overview
• Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
• Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups. Ensure all incidents / service request are processed within the customer SLA for resolution and response time.
How You Will Make An Impact
Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups.
Ensure all incidents / service request are processed within the customer SLA for resolution and response time.Good Emailing etiquette, Skills with knowledge of using Outlook, Knowledge of IT environment Support (Desktops, Laptops, Printers)Should have adequate Customer Handling Skills over the phone.
Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.Monitoring and Incident Management, be able to observe and report Incidents within the SLA, follow escalation process, Attentive and Vigilant in observing incidents through various monitoring tools, Able to Multitask.
Skills to fix Level 1 issues related to Desktop and Cisco Voice.Work with Multiple stake holders in following up on the status of Incidents (P1, P2, P3) and service requestsProvide Service Request assistance for end users like Password Resets, Microsoft office assistance etc.
Measure and record KPI’sReport generation and analysis
What You Will Need To Succeed
• Minimum of 1 Year Exp with basic Desktop and Voice
• Good Emailing etiquette, Skills with knowledge of using Outlook, Knowledge of IT environment Support (Desktops, Laptops, Printers)
• Should have adequate Customer Handling Skills over the phone.
• Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.
• Skills to fix Level 1 issues related to Desktop and Cisco Voice.
• Good communication skills
• Willingness to work in 24*7 rotational shift
• Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
• Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups. Ensure all incidents / service request are processed within the customer SLA for resolution and response time.
How You Will Make An Impact
Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups.
Ensure all incidents / service request are processed within the customer SLA for resolution and response time.Good Emailing etiquette, Skills with knowledge of using Outlook, Knowledge of IT environment Support (Desktops, Laptops, Printers)Should have adequate Customer Handling Skills over the phone.
Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.Monitoring and Incident Management, be able to observe and report Incidents within the SLA, follow escalation process, Attentive and Vigilant in observing incidents through various monitoring tools, Able to Multitask.
Skills to fix Level 1 issues related to Desktop and Cisco Voice.Work with Multiple stake holders in following up on the status of Incidents (P1, P2, P3) and service requestsProvide Service Request assistance for end users like Password Resets, Microsoft office assistance etc.
Measure and record KPI’sReport generation and analysis
What You Will Need To Succeed
• Minimum of 1 Year Exp with basic Desktop and Voice
• Good Emailing etiquette, Skills with knowledge of using Outlook, Knowledge of IT environment Support (Desktops, Laptops, Printers)
• Should have adequate Customer Handling Skills over the phone.
• Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.
• Skills to fix Level 1 issues related to Desktop and Cisco Voice.
• Good communication skills
• Willingness to work in 24*7 rotational shift
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