Role & responsibilities

First-line support Act as the single point of contact for incidents and service requests via phone, chat, self-service portal, and email; own each ticket to resolution or escalation.

- Triage & logging — Accurately log, categorise, and prioritise every contact in the

ITSM tool (Jira Service Management), capturing clear and actionable detail.
- First-contact resolution — Resolve common endpoint, account, connectivity, and application issues using knowledge articles and standard operating procedures.
- Identity & access — Handle password resets, MFA, account unlocks, and access requests in line with Joiner-Mover-Leaver and security policy.
- Escalation management — Escalate to L2/L3 teams and third-party vendors with complete diagnostics; track to closure and keep users updated.
- SLA & queue management — Work to agreed response and resolution SLAs;

monitor the queue and manage personal workload to target.
- Knowledge & self-service — Create and improve knowledge articles and drive self-service adoption to deflect repeat contacts.
- Customer experience — Deliver friendly,



professional support and maintain high customer satisfaction (CSAT) through transparent communication.
- Asset accuracy — Keep asset and configuration records up to date at the point of contact for starters, leavers, and hardware moves.

Essential Skills & Experience
- Experience in a service desk or first-line IT support role, ideally within a global or regulated organisation.
- Strong working knowledge of Windows 10/11, Microsoft 365, and common business applications.
- Familiarity with Active Directory / Entra ID account administration (unlocks, resets,

group membership).
- Confident using an ITSM ticketing tool such as Jira Service Management or

ServiceNow.
- Understanding of ITIL incident and request management fundamentals.
- Excellent telephone manner and written communication with a customer-first mindset.
- Able to follow SOPs and knowledge articles precisely and work to defined SLAs.
- Basic troubleshooting of hardware, connectivity, VPN, and mobile devices.
- ITIL Foundation certification desirable.

📌 service desk required For UK Client on STL Payroll (Bengaluru)
🏢 STL Digital
📍 Bengaluru