Location -Gurugram

Working Days- 5 days (WFO)
Rotational Shift -Rotational Off

About the RoleWe are looking for a proactive and customer-focused IT Service Delivery Executive L1 Support to join our IT team in Gurgaon. This role is ideal for someone who enjoys supporting employees and working collaboratively across different IT functions.Key ResponsibilitiesIT Service Desk and User Support

- Manage day-to-day IT incidents and service requests received through tickets, chats, calls, and other approved support channels.
- Assist users with password resets, account unlocks, login issues, application access, and other basic technical concerns.
- Ensure tickets are accurately categorized, prioritized, documented, and updated throughout their lifecycle.
- Provide regular and meaningful updates to users until their issues are resolved.
- Escalate unresolved or high-impact incidents to the appropriate technical teams within defined timelines.
- Follow up on escalated incidents and maintain ownership until closure.

Incident, Escalation and Outage Management

- Identify recurring or high-impact issues and escalate them to the appropriate stakeholders.
- Coordinate with Server, Network, Development, Information Security, Applications, and other IT teams to resolve incidents.
- Prepare and distribute clear outage notifications, service-impact communications, progress updates, and resolution notices.
- Support major incident activities by gathering information, tracking actions, and maintaining communication with impacted users and stakeholders.
- Ensure all incident records include complete troubleshooting details, actions taken, resolution information, and relevant evidence.
- Adhere to established service-level agreements,



escalation procedures, and IT service management processes.

Asset Management

- Maintain accurate records of IT assets assigned to employees.
- Support asset allocation, transfer, recovery, and return activities.
- Track laptops, desktops, monitors, headsets, accessories, and other company-issued equipment.
- Coordinate and monitor asset acknowledgements from employees.
- Conduct periodic asset inventory and reconciliation exercises.
- Identify and report missing, damaged, unreturned, or incorrectly assigned assets.
- Update asset records during employee onboarding, transfers, replacements, and offboarding.
- Coordinate with employees, supervisors, HR, Operations, Procurement, and other stakeholders for asset-related requirements.
- Ensure asset management activities are completed in accordance with company policies and audit requirements.

User Account and Access Management

- Business applications and internal systems

- Support employee onboarding by ensuring required accounts and accesses are provisioned on time.
- Manage account modifications resulting from department, role, location, or reporting-line changes.
- Support employee offboarding by disabling accounts, revoking access, and coordinating access decommissioning.
- Conduct periodic user-account and access reviews.
- Identify inactive, duplicate, unauthorized,



or incorrectly assigned accounts and accesses.
- Maintain accurate documentation and approval records for account creation and access changes.
- Ensure all access-management activities follow company security policies and approval processes.

Required Skills and Qualifications

- Relevant experience in IT Service Desk, Technical Support, Helpdesk, Desktop Support, or IT Service Delivery.
- Good understanding of IT Level 1 support processes and troubleshooting practices.
- Experience working with ticketing or IT service management tools.
- Familiarity with Active Directory, , Microsoft 365, account provisioning, and access management.
- Basic understanding of computer hardware, operating systems, networking,
- Strong verbal and written communication skills.
- Ability to communicate technical information clearly to non-technical users.
- Strong customer-service orientation with a professional and empathetic approach.
- Valuable analytical, troubleshooting, and problem-solving abilities.
- Ability to manage multiple tickets and priorities in a fast-paced environment.
- Strong attention to detail and commitment to maintaining accurate records.
- Ability to work independently while collaborating effectively with different IT teams.
- Willingness to learn new technologies, tools, and support processes.

Work Requirements

- Must be willing to work full-time from the Gurgaon office.
- Must be comfortable working rotational shifts.
- Must be available to support after shift hours/on any holidays incase of any business requirement.
- Willingness to support during critical incidents, business requirements, or major IT activities.

📌 Executive - Desktop Support (Gurugram)
🏢 Bill Gosling
📍 Gurugram