Junior Service Desk Specialist · Mohali

We are seeking a skilled and experienced Service Desk L1 Engineer to join our IT team. The ideal candidate will have a strong background in IT support with specific knowledge and experience in tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow Tool. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities:

• Serve as the initial point of contact for customers seeking technical assistance via phone, email, or self ticket.
• Identify, diagnose, and resolve technical issues related to hardware, software, network connectivity, and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow.
• Log and track all incidents and service requests in the ticketing system (ServiceNow), ensuring accurate and detailed documentation.
• Assist users with password resets, account unlocks, and basic application support.
• Perform basic configuration and management of user accounts and access permissions.
• Provide guidance and support to users on IT policies and procedures.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Maintain knowledge base articles and documentation for common issues and resolutions.
• Participate in training sessions and workshops to enhance technical skills.
• Monitor and report on service desk performance metrics.