JOB SUMMARY
The Service Desk Associate is responsible for delivering timely, professional, and effective technical support to employees across the organization. Operating as a key member of the IT Service Desk within a multi-portfolio company environment, this role handles incident resolution, service request fulfillment, and end-user enablement across a diverse technology landscape.
With 4–5 years of hands-on service desk and end-user support experience, the Service Desk Associate resolves a broad range of L1/L1.5 issues, manages tickets through their lifecycle in line with defined SLAs, and escalates complex issues appropriately. The role requires strong customer service orientation, solid troubleshooting skills across common enterprise platforms, and the ability to operate effectively in a fast-paced, global support model.
KEY RESPONSIBILITIES
1. Incident & Request Management
Serve as the first point of contact for end users via phone, email, chat, and self-service portal, ensuring a qualified and customer-focused experience.
Log, categorize, prioritize,



and resolve incidents and service requests within agreed SLAs, maintaining accurate and complete ticket documentation.
Perform first- and second-line troubleshooting, resolving issues at the earliest possible touchpoint to maximize first-contact resolution.
Escalate complex or unresolved issues to L2/L3 teams with clear, complete context and follow through to closure.
2. End-User Support & Technology Enablement
Provide support for desktops, laptops, mobile devices, printers, and standard peripherals across Windows and macOS environments.
Troubleshoot and support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), VPN, multi-factor authentication, OKTA, Zscaler and common enterprise and business applications.
Support user onboarding and offboarding, including account provisioning, access requests, hardware setup, and asset assignment.
Assist with software installation, configuration, patching, and basic netwo

📌 Associate – Service Desk (Bengaluru)
🏢 revantage, a blackstone portfolio
📍 Bengaluru