: Global Service Desk L1 AssociatePosition: Global Service Desk AssociateExperience: 2-3 Years.

Experience in a call center or tech support environmentLocation: PuneShift: Global Support (may include 24/7 rotational shifts)________________________________________Role SummaryWe are looking for a Service Desk L1/L1.5 Associate to provide first-level technical support for global users. This role includes handling IT incidents, service requests, troubleshooting common issues, and ensuring high-quality customer service.________________________________________Key ResponsibilitiesIncident & Request Handling• Serve as the first point of contact for global users via phone, email, chat, or ticketing system.

• Log, categorize, and prioritize IT incidents and service requests in the ITSM tool (ServiceNow, Jira, Remedy, etc.).

• Communicate clearly and professionally with end users.

• Maintain SLA compliance with timely ticket resolution and updates.

• Provide excellent customer experience and follow up on pending issues.

• Perform basic troubleshooting for:o Password resetso Account lockoutso Email/Outlook issueso VPN/Connectivity issueso Desktop/Laptop issueso Printer and peripheral issueso Basic application support• Follow standard troubleshooting scripts,



knowledge articles, and SOPs.

• Provide support for Windows/Mac OS, MS Office, Teams, and other standard applications.

• Assist with Microsoft 365 access issues (login, MFA, password, Teams connectivity).

• Support mobile devices (iOS/Android) including email configuration.

• Escalate unresolved issues to L2/L3 teams with proper documentation.

• Contribute to knowledge base articles and user guides when required.

• Identify recurring issues and flag them to the senior team.________________________________________Required Skills• Good understanding of basic IT concepts: OS, network basics, email, hardware.

• Solid communication and customer service mindset.

• Ability to follow SOPs, troubleshooting flows, and escalation paths.

• Familiarity with Office 365, Windows 10/11, VPN concepts.

• Knowledge of ticketing tools (ServiceNow preferred).

• Basic understanding of Active Directory (password resets, unlock accounts).________________________________________Education• Bachelor’s degree in Computer Science, IT, or related field.

• Diplomas or technical courses in IT are acceptable.

📌 Global Service DeskAssociate (Pune)
🏢 Codvo.ai
📍 Pune