Service Desk Engineer_ Location Mumbai_ CTC 30K

Position: Service Desk Executive - L1

Location: Mumbai
Experience: 1-3 Years
Salary: Up to 30,000 per month

Job Summary

We are looking for a Service Desk Executive (L1 Support) to provide first-level technical support to end users. The candidate will be responsible for handling IT-related issues, troubleshooting hardware/software problems, and ensuring timely resolution or escalation of incidents.

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing systems.
• Log, track, and manage incidents and service requests.
• Troubleshoot hardware, software, network, and application-related issues.
• Resolve common desktop, laptop, printer, and connectivity issues.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Follow standard operating procedures (SOPs) and service-level agreements (SLAs).
• Maintain accurate documentation of issues, solutions, and user interactions.
• Assist users with password resets, account unlocks, and application access requests.
• Ensure high levels of customer satisfaction through effective communication and timely updates.

Required Skills

• knowledge of Windows OS, MS Office 365, Outlook, and Active Directory.
• Understanding of networking concepts such as LAN, WAN, VPN, DNS, and DHCP.
• Experience with ticketing tools such as ServiceNow, Jira, or Remedy is preferred.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to work in rotational shifts, including weekends if required.