Job Description: Global Service Desk L1 Associate

Position: Global Service Desk Associate

Experience: 2-3 Years. Experience in a call center or tech support environment

Location: Pune

Shift: Global Support (may include 24/7 rotational shifts)

Role Summary

We are looking for a Service Desk L1/L1.5 Associate to provide first-level technical support for global users. This role includes handling IT incidents, service requests, troubleshooting common issues, and ensuring high-quality customer service.

Key Responsibilities

Incident & Request Handling

•            Serve as the first point of contact for global users via phone, email, chat, or ticketing system.

•            Log, categorize, and prioritize IT incidents and service requests in the ITSM tool (ServiceNow, Jira, Remedy, etc.).

•            Communicate clearly and professionally with end users.

•            Maintain SLA compliance with timely ti...