L1 service desk required For UK Client on STL Payroll

STL Digital; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

STL Digital is seeking a capable first-line IT support specialist in Bengaluru. You will be the primary contact for incidents and service requests across phone, chat, email, and self-service channels, owning tickets to resolution or escalation.

Key responsibilities include logging, triage, first-contact resolution, identity management, and escalation coordination with L2/3 teams and vendors. You will follow SOPs, adhere to SLAs, and contribute to knowledge base improvements to deflect repeat

Qualifications

• Experience in a service desk or first-line IT support role.
• Strong working knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Familiarity with Active Directory / Entra ID account administration (unlocks, resets, group membership).
• Confident using an ITSM ticketing tool such as Jira Service Management or ServiceNow.
• Understanding of ITIL incident and request management fundamentals.
• Excellent telephone manner and written communication with a customer-first mindset.
• Able to follow SOPs and knowledge articles precisely and work to defined SLAs.
• Basic troubleshooting of hardware, connectivity, VPN, and mobile devices.
• ITIL Foundation certification desirable.

Responsibilities

• First-line support; act as the single point of contact for incidents and service requests via phone, chat, self-service portal, and email; own each ticket to resolution or escalation.
• Triage & logging: accurately log, categorize, and prioritize every contact in the ITSM tool (Jira Service Management), capturing clear detail.
• First-contact resolution: resolve common endpoint, account, connectivity, and application issues using knowledge articles and SOPs.
• Identity & access: handle password resets, MFA, account unlocks, and access requests per policy.
• Escalation management: escalate to L2/L3 or vendors with full diagnostics; track to closure and update users.
• SLA & queue management: meet response and resolution SLAs; monitor queue and personal workload.
• Knowledge & self-service: create and improve knowledge articles; drive self-service adoption.
• Customer experience: deliver friendly, professional support and maintain CSAT.
• Asset accuracy: keep asset/configuration records up to date at contact for starters/leavers/hardware moves.

Skills

Windows 10/11

Microsoft 365

Active Directory / Entra ID

ITSM tools

Jira Service Management

ServiceNow

ITIL

Customer service

Phone support

Troubleshooting

VPN

Tools

Jira Service Management

ServiceNow

Job description

Role & responsibilities

First-line support Act as the single point of contact for incidents and service

requests via phone, chat, self-service portal, and email; own each ticket to

resolution or escalation.

Triage & logging —Accurately log, categorise, and prioritise every contact in the

ITSM tool (Jira Service Management), capturing clear and actionable detail.

First-contact resolution —Resolve common endpoint, account, connectivity, and

application issues using knowledge articles and standard operating procedures.

Identity & access —Handle password resets, MFA, account unlocks, and access

requests in line with Joiner-Mover-Leaver and security policy.

Escalation management —Escalate to L2/L3 teams and third-party vendors with

complete diagnostics; track to closure and keep users updated.

SLA & queue management —Work to agreed response and resolution SLAs;

monitor the queue and manage personal workload to target.

Knowledge & self-service —Create and improve knowledge articles and drive

self-service adoption to deflect repeat contacts.

Customer experience —Deliver friendly, professional support and maintain high

customer satisfaction (CSAT) through clear communication.

Asset accuracy —Keep asset and configuration records up to date at the point of

contact for starters, leavers, and hardware moves.

Essential Skills & Experience

Experience in a service desk or first-line IT support role, ideally within a global or regulated organisation.

Strong working knowledge of Windows 10/11, Microsoft 365, and common business applications.

Familiarity with Active Directory / Entra ID account administration (unlocks, resets, group membership).

Confident using an ITSM ticketing tool such as Jira Service Management or ServiceNow.

Understanding of ITIL incident and request management fundamentals.

Excellent telephone manner and written communication with a customer-first mindset.

Able to follow SOPs and knowledge articles precisely and work to defined SLAs.

Basic troubleshooting of hardware, connectivity, VPN, and mobile devices.

ITIL Foundation certification desirable.