Serve as the first point of contact for all IT support requests and incidents at AIR Global, providing timely and professional first-line technical support to end users across the organisation. Ensure that incidents and service requests are logged, triaged, resolved or escalated in line with agreed service levels, maintaining a high standard of customer service and contributing to the smooth, 24/7 operation of the IT Service Desk.
RESPONSIBILITIES
• Act as the first point of contact for end users via phone, email, chat, and the IT service management (ITSM) portal, logging all incidents and service requests accurately and completely.
• Provide first-line (L1) technical support for hardware, software, network, email, and business application issues, resolving within agreed service levels wherever possible.
• Triage, categorise, and prioritise incidents and service requests, escalating to L2/L3 teams or external vendors when required while retaining ownership through to resolution.
• Perform user account administration such as password resets, access provisioning,



and de-provisioning in line with IT security and access-management policies.
• Set up, configure, and troubleshoot end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Support onboarding and offboarding by preparing and configuring devices, accounts, and access for recent joiners and leavers.
• Maintain accurate records in the ITSM tool and contribute to the knowledge base with troubleshooting steps and known solutions.
• Monitor the incident and request queues, following up proactively to ensure SLA compliance and keeping users informed of ticket status.
• Work on a rotational shift basis, including night shifts, to maintain 24/7 Service Desk coverage across the organisation’s global operations.
• Follow ITIL-aligned processes for incident, service request, and problem management, and contribute to continual service improvement initiatives.
• Escalate recurring issues and p

📌 Service Desk Associate (Hyderabad)
🏢 AIR (Advanced Inhalation Rituals)
📍 Hyderabad