Job Description: Global Service Desk L1 Associate

- Position: Global Service Desk Associate

- Experience: 2-3 Years. Experience in a call center or tech support workplace

- Location: Pune

- Shift: Global Support (may include 24/7 rotational shifts)

- - Role Summary

- We are looking for a Service Desk L1/L1.5 Associate to provide first-level technical support for global users. This role includes handling IT incidents, service requests, troubleshooting common issues, and ensuring high-quality customer service.

- - Key Responsibilities

- Incident & Request Handling

- Log, categorize, and prioritize IT incidents and service requests in the ITSM tool (ServiceNow, Jira, Remedy, etc.).

- Communicate clearly and professionally with end users.

- Maintain SLA compliance with timely ticket resolution and updates.

- Provide excellent customer experience and follow up on pending issues.

- Perform basic troubleshooting for:

- o Password resets

- o Account lockouts

- o VPN/Connectivity issues

- o Desktop/Laptop issues





- o Printer and peripheral issues

- Follow standard troubleshooting scripts, knowledge articles, and SOPs.

- Assist with Microsoft 365 access issues (login, MFA, password, Teams connectivity).

- Escalate unresolved issues to L2/L3 teams with proper documentation.

- Contribute to knowledge base articles and user guides when required.

- Identify recurring issues and flag them to the senior team.

- ____ Required Skills :

- Strong communication and customer service mindset.

- Ability to follow SOPs, troubleshooting flows, and escalation paths.

- Familiarity with Office 365, Windows 10/11, VPN concepts.

- Knowledge of ticketing tools (ServiceNow preferred).

- Basic understanding of Active Directory (password resets, unlock accounts).

- - Education

- Bachelor’s degree in Computer Science, IT, or related field.

- Diplomas or technical courses in IT are acceptable.

📌 Global Service DeskAssociate (Pune)
🏢 Codvo.ai
📍 Pune