Role Summary

The Service Desk Agent (L1) is the frontline of our Identity Service Desk add-on. This role handles high-volume end-user identity issues (the “I can’t log in” noise) so the engineering team can stay focused on platform operations and higher-complexity work.

This is an end-user support role , and it is also the training ground for our future engineers . The L1 agent executes standardized runbooks to resolve common access issues quickly while gaining exposure to the enterprise identity platform. We value curiosity and operational discipline as the foundation for a career in Identity Security.

Scope of Support (What L1 Owns)

- MFA resets :

- SSPR assistance :

- Account unlocks :

- Basic group membership adds/removes :

- Session/access recovery actions as defined by runbooks

Career Growth (The L1 to L2 Pipeline)

We believe in promoting from within. This role is designed to be a launchpad. Agents who demonstrate mastery of runbooks, solid operational discipline, and technical curiosity are eligible for our Identity Engineering Bridge Program , which provides:

- Mentorship from L3 Architects :

- Shadow sessions with L2 Engineers on complex tickets

- A clear skills roadmap to promote into the L2 Identity Engineer role

Key Responsibilities1) User Interaction and Frontline Support

- Answer phone/chat for end-user identity issues (“I can’t log in”).
- Collect required details and document ticket notes clearly.

2) Basic Remediation (Standard Motions)

- Reset MFA methods, assist with SSPR completion, and perform account unlock actions within scope.
- Execute basic group membership changes as authorized.

3) First Contact Resolution (FCR) via Runbooks

- Follow standard runbooks (KEDB) to resolve known issues without escalation whenever possible.

4) Triage and Escalation Hygiene

- Identify whether an issue is user-specific versus a platform/systemic problem.




- Escalate platform issues promptly to L2 with a clear summary of actions taken.
- Enforce “Definition of Ready” : Ensure escalated tickets include all required logs, screenshots, and user availability before routing to Engineering.

5) Operational Monitoring and Reporting Support

- Health Checks : Perform daily “eyes on glass” checks of critical dashboards (example: Entra Connect Sync status, log forwarding heartbeats) and alert L2 to failures.
- Billing/Usage Checks : Periodically check user/app counts against defined thresholds and flag potential overages to the SDC.
- Report Generation : Execute scheduled reporting scripts (example: Monthly Service Reports, Secure Score) and stage draft artifacts for SDC/L2 review.

Role Boundaries

- This role is routed to the L1 Service Desk (not Engineering).
- Complex authentication troubleshooting and platform engineering remain L2/L3 responsibilities.

Required Qualifications

- 1-2+ years experience in an IT Service Desk / Helpdesk environment.
- Strong customer service and de-escalation skills; comfort with high ticket volume.
- Ability to follow runbooks precisely and document outcomes clearly.
- Excellent verbal and written communication skills (English) for phone/chat support.
- Technical Curiosity : A genuine desire to learn Microsoft Entra ID and understand why issues happen, not just how to close the ticket.

Preferred Qualifications

- Familiarity with identity concepts such as MFA and SSPR .
- Experience with Microsoft 365 Admin Center or Entra ID (Azure AD) portal navigation for basic health checks.
- Experience working in a managed services environment with clear escalation paths.

Success Metrics

- High First Contact Resolution (FCR) using runbooks.
- Clean triage: user issues resolved at L1; platform issues escalated quickly.
- Consistent handling of Identity Service Desk scope items.

Pay: ₹550,000.00 - ₹1,000,000.00 per year

Benefits :

- Paid sick time
- Paid time off
- Work from home

Work Location: Remote

📌 Service Desk AgentIdentity Service Desk (Entra / Mfa / Sspr) (India)
🏢 GCA Technology Services
📍 India