Service Desk Tech 1

CompuCom; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

CompuCom in Pune, India, is seeking an IT Support Technician to join as IT Service Desk Analyst. You will be the first point of contact for end-user issues, diagnosing and resolving IT problems to keep business operations running smoothly. The role requires rotational 24/7 support with work from office.

Desirable certifications include ITIL, MCSA or A+. You will support hardware, software, network, and Office 365, document incidents, and escalate complex issues to L2/L3.

Qualifications

• 0-2 years in Service Desk/Technical Support (L1)
• Willing to work in 24x7 rotational shifts
• Strong communication and customer service for global customers

Responsibilities

• Serve as the initial contact for support requests via phone, email, and tickets.
• Collaborate with peers to deliver best-in-class customer service.
• Provide first-line support for hardware, software, network, and app-related problems.
• Escalate complex issues to L2/L3 per internal procedures.
• Basic understanding of Major Incident Management (MIM).
• Basic understanding of tools like ServiceNow, Genesys, LogMeIn Rescue, BeyondTrust.
• Diagnose and resolve IT-related issues including Softwares, O365 and Windows OS.
• Assist with password resets, account lockouts, and Active Directory knowledge.
• Setup/Diagnose and resolve MTR/AV issues.
• Document and track incidents in the ticketing system; update timely.
• Monitor service desk queues and prioritize requests by urgency and impact.
• Install, configure, and maintain hardware devices and software updates.
• Manage Intune device configurations and updates.
• Assist with basic network troubleshooting including VPN and Wi-Fi issues.
• Adhere to IT security and privacy standards.
• Show patience and empathy with users; be a team player.
• Suggest KB updates.

Skills

Communication skills

Customer service

Team player

Time management

Problem solving

Tools

ServiceNow

Genesys

LogMeIn Rescue

BeyondTrust

Intune

Job description

Intro: We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Analyst.

This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for end-users issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

Certification:

• An ITIL, MCSA or A+ certification is desirable.

Roles and Responsibilities:

• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Should have a basic understanding of tools like ServiceNow, Genesys, LogMeIn Rescue (LMI), BeyondTrust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.
• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi‑Fi problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

Desired Candidate Profile:

• 0-2 Yrs of experience in Service Desk/Technical Support - L1.
• Provide support through Voice Calls, Emails and self‑service tickets and should be willing to work in 24*7 rotational shift environment.
• Excellent communication and customer service skills to support Global customers.
• Familiarity with advanced Active Directory, O365, software installation, Printers and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
• Good knowledge of ticketing systems (e.g., ServiceNow).
• Ability to work independently and as part of a team in a fast‑paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to manage time effectively and prioritize tasks based on urgency.