The Service Desk L1 skilled serves as the first point of contact for end users experiencing technical issues. The role is responsible for logging, triaging, and resolving incidents and service requests within defined SLAs, and escalating issues appropriately when first-level resolution is not achievable.
TECHNICAL SKILLS
Operating System Support
▸ Troubleshoot issues on Windows and Mac operating systems
▸ Perform OS reimaging as required
Hardware Troubleshooting
▸ Diagnose and resolve hardware-related issues on end-user devices
Networking Basics
▸ Working knowledge of DNS, DHCP, and VPN configurations
▸ Support and administration of Outlook, Office 365, and associated tools
ITSM & Support Tools
▸ Hands-on experience with ServiceNow for ticket management
▸ Proficiency in Active Directory for user account management
▸ Familiarity with remote support tools for end-user assistance
Incident & Service Request Handling
▸ Clear understanding of the distinction between Incidents and Service Requests
TROUBLESHOOTING & PROBLEM-SOLVING
▸ Ask targeted and relevant questions to identify the root cause efficiently
▸ Achieve first-level resolution wherever possible without unnecessary escalation
COMMUNICATION SKILLS
▸ Communicate technical information clearly and concisely to end users
▸ Simplify complex technical issues for non-technical audiences
SLA & PROCESS AWARENESS
▸ Understanding of SLA definitions, priority levels, and associated response timelines
▸ Knowledge of the end-to-end ticket lifecycle from creation to closure
▸ Ability to handle escalations in accordance with defined processes
ITIL CONCEPTS
▸ Familiarity with ITIL-based Incident Management practices
▸ Understanding of the Service Desk function within the ITIL framework
Confidential - For Internal Use Only
Pay: ₹20,000.00 - ₹22,000.00 per month
Work Location: In person
📌 Service Desk (Pune)
🏢 TVS ELECTRONICS
📍 Pune
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