Service Desk Engineer L1

First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email, or self ticket.

Troubleshooting: Identify, diagnose, and resolve technical issues related to hardware, software, network connectivity, and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow to be used .

Ticket Management: Log and track all incidents and service requests in the ticketing system (ServiceNow), ensuring accurate and detailed documentation.

User Support: Assist users with password resets, account unlocks, and basic application support.

Configuration and Management: Perform basic configuration and management tasks in Intune, Active Directory, Azure, Exchange Admin, and O365.

Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution.

Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.

Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times.

Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Education: Any Graduate with relevant experience

Experience: 2-5 years of experience in an IT support role, with specific experience in using Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow.

Technical Skills: Strong understanding of computer hardware, software, networking concepts, and the mentioned tools.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.

Customer Service: A customer-centric mindset with a passion for helping others.

Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Team Player: A collaborative team player with a willingness to learn and grow.

Certifications: Relevant certifications (ITIL Foundation, Microsoft Certified: Azure Fundamentals) are a plus.

Tools Expertise: Proven expertise and hands-on experience with Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow."