Service Desk L1

A Service Desk L1 (Level 1) Support role is an entry-level IT support position focused on helping users resolve basic technical issues and ensuring smooth day-to-day IT operations.

Typical Service Desk L1 Job Description

Job Title

• Service Desk Analyst – L1
• IT Help Desk Executive
• Technical Support Associate
• Desktop Support Engineer (L1)

Role Summary

Provide first-level technical support to employees or customers by handling incidents, service requests, and basic troubleshooting through phone, email, chat, or ticketing systems.

Key Responsibilities

• Respond to IT support tickets, calls, emails, or chats
• Diagnose and troubleshoot basic hardware, software, and network issues
• Reset passwords and unlock user accounts
• Install and configure software applications
• Escalate unresolved issues to L2/L3 teams
• Track and update tickets in ITSM tools
• Provide remote desktop support
• Maintain documentation and knowledge base articles
• Support printers, laptops, desktops, email, VPN, and Wi-Fi issues
• Follow SLA (Service Level Agreement) timelines

Common Technologies & Tools

You may work with:

• Microsoft Windows
• Microsoft Office
• Active Directory
• ServiceNow
• Jira Service Management
• Microsoft Outlook