Job Overview
Role: L1 – Service Desk Location: Bangalore, Karnataka Experience: 0 – 6 Months (Freshers Eligible) Qualification: Any Graduate Key Skills: IT Support, Troubleshooting, Windows OS, Communication
Job Description
For the Zones, LLC Recruitment 2026 drive, the team is looking for an L1 Service Desk Engineer to provide core IT support to global clients. The role involves serving as the first point of contact for customers via phone, chat, and email in a 24/7 rotational shift environment. You will troubleshoot desktop hardware, configure mobile devices, and guide users through remote diagnostics. The position requires strong multi-tasking abilities to create real-time tickets and ensure tasks are completed within defined Service Level Agreements (SLAs).
Roles and Responsibilities
- First Contact Resolution: Acting as the primary point of contact for technical assistance via phone, chat, and email.
- Troubleshooting: Diagnosing and resolving issues related to Windows OS, desktop hardware, and peripherals.
- Remote Support: Performing remote diagnostics and guiding users through problem-solving steps.
- Ticket Management: Creating and documenting real-time tickets, ensuring adherence to SLAs.
- Escalation: Escalating unresolved issues to higher-level support teams as needed.
- Communication: communicating effectively using platforms like Microsoft Teams and Skype.
- Documentation: Maintaining accurate logs of issues and resolutions.
Skills and Eligibility Criteria
Educational Background: Any Graduate (B.E/B.Tech/B.Sc/BCA/Any Degree).
Experience: 0 to 0.6 Months in IT Support (Freshers with strong knowledge are eligible).
Mandatory Technical Skills:
- Excellent verbal and written communication skills (Crucial for global client interaction).
- Basic understanding of computer systems, Windows OS, and hardware.
- Ability to multitask and work in a fast-paced environment.
Competencies:
- Willingness to work in 24/7 rotational shifts.