Posted 12 June, 2026
Global Service Desk L1 Associate
Codvo.ai
Maharashtra,Pune,India
Full Time
Reference: 219_575378_8VHCkIqKxylD
Job Description: Global Service Desk L1 Associate
Position: Global Service Desk Associate
Experience: 2-3 Years. Experience in a call center or tech support environment
Location: Pune
Shift: Global Support (may include 24/7 rotational shifts)
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Role Summary
We 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.
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Key Responsibilities
Incident & 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 resets
o Account lockouts
o Email/Outlook issues
o VPN/Connectivity issues
o Desktop/Laptop issues
o Printer and peripheral issues
o 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.
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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).
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Education
Bachelor's degree in Computer Science, IT, or related field.
Diplomas or technical courses in IT are acceptable.
