Job Overview
Role: Service Desk Associate / L1 Support Location: Bangalore / Pune Experience: Freshers Qualification: B.E / B.Tech / B.Sc / BCA
Job Description
We are hiring energetic and customer-focused fresh graduates to join our Service Desk team. As a Service Desk Associate, you will act as the first point of contact for all IT-related queries, troubleshooting technical issues to ensure seamless IT operations across the organization. This role is ideal for candidates with good communication skills and a willingness to work in 24/7 rotational shifts. You will gain hands-on experience with Incident Management, ticketing tools, and IT infrastructure support.
Roles and Responsibilities
- First Point of Contact: Handling IT-related queries via phone, email, chat, or ticketing tools.
- Troubleshooting: Providing L1 support for hardware, software, network, email, VPN, and applications.
- User Support: Performing password resets, account unlocks, and user access management.
- Incident Management: Logging and tracking incidents in the ticketing system to ensure timely closure per SLA.
- Documentation: Documenting resolutions and maintaining knowledge base updates.
- Escalation: Escalating unresolved issues to L2/L3 teams.
Skills and Eligibility Criteria
Educational Background: B.Sc. (Computer Science), BCA, or B.Tech graduates. Batch: 2023, 2024, and 2025 passing out batches. Academic Score: Minimum 60% throughout (10th, 12th & UG) with no active backlogs.
Experience: Freshers.
Mandatory Technical Skills:
- Good understanding of Computer Fundamentals, OS, and Networking basics.
- Knowledge of Windows troubleshooting and MS Office.
- Familiarity with Incident Management and IT Helpdesk processes.
Competencies:
- Strong verbal and written communication, problem-solving abilities, and customer service orientation.
- Willingness to work in rotational shifts (including night shifts).