iFlow is hiring Analyst_Service Desk L1 Associate

Service Desk L1 Associate

Experience: 6 to 8 years

Location: Pune, MH

Role Descriptions: Service Desk L1 AssociateWe are seeking a proactive and customer-focused Service Desk L1 Associate to provide first-level technical support to end-users. The ideal candidate will be responsible for logging| diagnosing| and resolving basic IT issues| escalating complex problems| and ensuring high levels of customer satisfaction.Key ResponsibilitiesServe as the first point of contact for users seeking technical assistance via phone| email| chat| or ticketing system.Log| categorize| prioritize| and track all incidents and service requests in ServiceNow or similar ITSM tools.Provide troubleshooting support for hardware| software| network| and application issues.Escalate unresolved issues to higher-level support teams (L2L3) with detailed documentation.Follow standard operating procedures (SOPs) for incident resolution and escalation.Assist with user account management using Active Directory.Support cloud-based identity and access management tasks using Microsoft Azure AD.Monitor and respond to system alerts| outages| and performance issues.Maintain accurate and up-to-date documentation of issues| resolutions| and procedures.Educate users on basic IT practices| tools| and self-service resources.Perform routine system checks and health monitoring tasks.Support onboarding and offboarding processes by setting up or deactivating user accounts and devices.Participate in knowledge base creation and maintenance by documenting known issues and solutions.Track and report recurring issues to identify trends and suggest improvements.Ensure compliance with IT policies| security standards| and data protection guidelines.Collaborate with other IT teams to ensure seamless service delivery.Participate in shift handovers and maintain continuity of support across shifts.Required Skills QualificationsBachelors degree in Computer Science| Information Technology| or related field (or equivalent experience).02 years of experience in IT support or helpdesk setting.Hands-on experience with ServiceNow or similar ITSM platforms.Working knowledge of Active Directory for user and group management.Familiarity with Microsoft Azure AD for cloud identity and access management.Understanding of Windows OS| MS Office| and common desktop applications.Strong communication and interpersonal skills.Ability to work in shifts and under pressure.Customer-oriented mindset with a problem-solving attitude.Preferred QualificationsITIL Foundation certification is a plus.Experience with remote desktop tools and ticketing systems.Basic knowledge of networking concepts (DNS| DHCP| IP addressing).Exposure to Office 365 and endpoint management tools.Work EnvironmentRotational shifts including weekends and holidays.Office-based all 5 days working from office.

Essential Skills: Service Desk L1 AssociateWe are seeking a proactive and customer-focused Service Desk L1 Associate to provide first-level technical support to end-users.



The ideal candidate will be responsible for logging| diagnosing| and resolving basic IT issues| escalating complex problems| and ensuring high levels of customer satisfaction.Key ResponsibilitiesServe as the first point of contact for users seeking technical assistance via phone| email| chat| or ticketing system.Log| categorize| prioritize| and track all incidents and service requests in ServiceNow or similar ITSM tools.Provide troubleshooting support for hardware| software| network| and application issues.Escalate unresolved issues to higher-level support teams (L2L3) with detailed documentation.Follow standard operating procedures (SOPs) for incident resolution and escalation.Assist with user account management using Active Directory.Support cloud-based identity and access management tasks using Microsoft Azure AD.Monitor and respond to system alerts| outages| and performance issues.Maintain accurate and up-to-date documentation of issues| resolutions| and procedures.Educate users on basic IT practices| tools| and self-service resource

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service DeskAssociate _Analyst _Request ID 83815-1_Req100 (Pune)
🏢 Iflow
📍 Pune