Global Service Desk L1 Associate

Codvo Private Limited; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

Codvo Private Limited is hiring a Global Service Desk L1 Associate in Pune, Maharashtra. This full-time position requires 2-3 years of experience in tech support or call centers. Responsibilities include providing first-level technical support, incident handling, and ensuring high-quality customer service. Required skills include communication, troubleshooting, and familiarity with IT concepts. A Bachelor's degree in Computer Science is needed. The role involves supporting IT incidents, managing requests, and maintaining SLA compliance.

Qualifications

• Experience of 2-3 years in a call center or tech support environment.
• Good understanding of OS, network basics, email, and hardware.
• Familiarity with Office 365 and Windows 10/11.

Responsibilities

• Provide first-level technical support for global users.
• Log, categorize, and prioritize IT incidents in the ITSM tool.
• Maintain SLA compliance with timely ticket resolution.

Skills

Customer service mindset

Basic IT concepts

Communication skills

Troubleshooting ability

Education

Bachelor’s degree in Computer Science or related field

Diplomas or technical courses in IT

Tools

ServiceNow

Jira

Remedy

Job description

# Global Service Desk L1 AssociatePune, MaharashtraWork Type:Full TimeApply NowJob Description: Global Service Desk L1 AssociatePosition: Global Service Desk AssociateExperience: 2-3 Years. Experience in a call center or tech support environmentLocation: PuneShift: Global Support (may include 24/7 rotational shifts)\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_Role SummaryWe 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 ResponsibilitiesIncident & 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 ticket resolution and updates.• Provide excellent customer experience and follow up on pending issues.• Perform basic troubleshooting for:o Password resetso Account lockoutso Email/Outlook issueso VPN/Connectivity issueso Desktop/Laptop issueso Printer and peripheral issueso Basic application support• Follow standard troubleshooting scripts, knowledge articles, and SOPs.• Provide support for Windows/Mac OS, MS Office, Teams, and other standard applications.• Assist with Microsoft 365 access issues (login, MFA, password, Teams connectivity).• Support mobile devices (iOS/Android) including email configuration.• Escalate unresolved issues to L2/L3 teams with proper documentation.• Contribute to knowledge base articles and user guides when required.• Identify recurring issues and flag them to the senior team.\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_Required Skills• Good understanding of basic IT concepts: OS, network basics, email, hardware.• Strong communication and customer service mindset.• Ability to follow SOPs, troubleshooting flows, and escalation paths.• Familiarity with Office 365, Windows 10/11, VPN concepts.• Knowledge of ticketing tools (ServiceNow preferred).• Basic understanding of Active Directory (password resets, unlock accounts).\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_Education• Bachelor’s degree in Computer Science, IT, or related field.• Diplomas or technical courses in IT are acceptable.