L1 Service Desk

TalentD; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Medical insurance

Group term life coverage

Personal accident insurance

Flexible leave policies

Job summary

Zones is a global IT solutions provider seeking a Level 1 Service Desk professional to deliver remote technical support and ensure high client satisfaction. The role involves capturing user queries, triaging incidents, and communicating updates through proper channels.

Responsibilities include first contact support via phone, chat, or email, troubleshooting Windows-based systems, and guiding users through step-by-step resolutions in a 24/7 rotating shift. Strong communication is essential.

Qualifications

• Provide remote IT support with strong technical understanding.
• Capture, triage, and resolve user queries promptly.
• Maintain detailed logs of issues and solutions.

Responsibilities

• Act as first point of contact for customers via phone, chat, or email.
• Provide 24/7 remote IT support to global clients.
• Troubleshoot desktop hardware, peripherals, and mobile devices.

Skills

Technical support

Clear communication

Troubleshooting

Ticketing and logging

Remote diagnostics

Tools

Windows OS

Microsoft Teams

Skype

Job description

Zones is a global provider of end-to-end IT solutions with a strong supply chain and over 35 years of experience. The company focuses on Digital Workplace, Cloud and Data Center, Networking, Security, and managed and professional services. Operating in more than 120 countries, Zones partners with leading technology providers including Microsoft, Apple, Cisco, Lenovo, and Adobe to help organizations build and manage modern digital infrastructure.

As a Minority Business Enterprise (MBE), Zones delivers innovative IT services and solutions that support businesses in improving their technology environments and operations worldwide.

Position Overview

The L1 Service Desk role focuses on delivering remote technical support to customers and ensuring a high level of client satisfaction. The position requires strong technical understanding along with clear communication to identify issues, guide users, and resolve problems as quickly as possible.

The role also involves capturing and validating user queries, triaging incidents, and ensuring that updates or required information are communicated through appropriate channels.

Key Responsibilities

• Act as the first point of contact for customers seeking technical assistance through phone, chat, or email.
• Provide IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through step-by-step troubleshooting.
• Install, configure, and resolve issues related to operating systems, mainly Windows, and other software applications.
• Create and document support tickets in real time while ensuring tasks meet defined SLAs.
• Escalate complex or unresolved incidents to higher-level support teams when required.
• Maintain detailed logs of reported issues, solutions provided, and customer interactions.
• Collaborate with team members using communication tools such as Microsoft Teams and Skype.
• Deliver strong customer service while managing multiple tasks efficiently.
• Suggest improvements to procedures or knowledge base articles based on customer feedback.
• Apply a solid understanding of computer systems to resolve basic technical problems.

Zones offers a comprehensive benefits package designed to support employees and recognize their contributions. Team members receive competitive compensation along with medical insurance, group term life coverage, personal accident insurance, and flexible leave policies that help maintain work life balance.

Zones, LLC is a leading global provider of IT solutions and services, headquartered in Auburn, Washington, USA. Founded in 1986, the company specializes in delivering comprehensive technology solutions spanning hardware procurement, software licensing, cloud services, cybersecurity, and IT lifecycle management. With a mission to help businesses achieve their technology goals through tailored solutions and exceptional service, Zones serves clients across diverse industries including healthcare, education, government, and enterprise sectors.

Employing over 1,500 professionals worldwide, Zones has established a strong market reputation for its customer-centric approach and deep vendor partnerships with technology giants such as Microsoft, Cisco, Dell, and HP. The company has been recognized for its rapid growth and operational excellence, earning accolades like inclusion in CRN's Solution Provider 500 list. Recent initiatives include expanding its managed services portfolio and enhancing its global reach through strategic acquisitions and partnerships, positioning Zones as a trusted advisor in the evolving digital transformation landscape.