A Service Desk L1 (Level 1) Support role is an entry-level IT support position focused on helping users resolve basic technical issues and ensuring smooth day-to-day IT operations.

Typical Service Desk L1 Job Description

Job Title
- Service Desk Analyst – L1
- IT Help Desk Executive
- Technical Support Associate
- Desktop Support Engineer (L1)

Role Summary

Provide first-level technical support to employees or customers by handling incidents, service requests, and basic troubleshooting through phone, email, chat, or ticketing systems.

Key Responsibilities
- Respond to IT support tickets, calls, emails, or chats
- Diagnose and troubleshoot basic hardware, software, and network issues
- Reset passwords and unlock user accounts




- Install and configure software applications
- Escalate unresolved issues to L2/L3 teams
- Track and update tickets in ITSM tools
- Provide remote desktop support
- Maintain documentation and knowledge base articles
- Support printers, laptops, desktops, email, VPN, and Wi-Fi issues
- Follow SLA (Service Level Agreement) timelines

Common Technologies & Tools

You may work with:
- Microsoft Windows
- Microsoft Office
- Active Directory
- ServiceNow
- Jira Service Management
- Microsoft Outlook

-

📌 Service Desk (India)
🏢 Clifyx
📍 India