Associate – Service Desk

JOB SUMMARY

The Service Desk Associate is responsible for delivering timely, professional, and effective technical support to employees across the organization. Operating as a key member of the IT Service Desk within a multi-portfolio company environment, this role handles incident resolution, service request fulfillment, and end-user enablement across a diverse technology landscape.

With 4–5 years of hands-on service desk and end-user support experience, the Service Desk Associate resolves a broad range of L1/L1.5 issues, manages tickets through their lifecycle in line with defined SLAs, and escalates complex issues appropriately. The role requires strong customer service orientation, solid troubleshooting skills across common enterprise platforms, and the ability to operate effectively in a fast-paced, global support model.

KEY RESPONSIBILITIES

1. Incident & Request Management

• Serve as the first point of contact for end users via phone, email, chat, and self-service portal, ensuring a professional and customer-focused experience.
• Log, categorize, prioritize, and resolve incidents and service requests within agreed SLAs, maintaining accurate and complete ticket documentation.
• Perform first- and second-line troubleshooting, resolving issues at the earliest possible touchpoint to maximize first-contact resolution.
• Escalate complex or unresolved issues to L2/L3 teams with clear, complete context and follow through to closure.

2. End-User Support & Technology Enablement

• Provide support for desktops, laptops, mobile devices, printers, and standard peripherals across Windows and macOS environments.
• Troubleshoot and support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), VPN, multi-factor authentication, OKTA, Zscaler and common enterprise and business applications.
• Support user onboarding and offboarding, including account provisioning, access requests, hardware setup, and asset assignment.
• Assist with software installation, configuration, patching, and basic network connectivity issues.

3. Identity, Access & Endpoint Support

• Perform account administration tasks in Active Directory / Entra ID, including password resets, unlocks, group membership, and access provisioning per established procedures.
• Support endpoint management activities in coordination with engineering teams (imaging, device enrollment, compliance checks).
• Adhere to security and data protection policies in all support interactions, escalating potential security incidents promptly.

4. ITSM Process & SLA Adherence

• Manage tickets in accordance with ITIL-aligned processes (Incident, Request, and Knowledge Management).
• Ensure consistent adherence to SLAs, response/resolution targets, and quality standards.
• Maintain and contribute to the knowledge base by creating and updating articles, FAQs, and standard resolution steps.

5. Communication & Customer Experience

• Communicate clearly and empathetically with users of varying technical ability, keeping them informed throughout the resolution lifecycle.
• Proactively identify recurring issues and trends, sharing insights with senior team members to support continuous improvement.
• Contribute to a positive, service-first culture and a consistently high level of user satisfaction (CSAT).

6. Continuous Improvement & Collaboration

• Partner with L2/L3, infrastructure, and application teams to ensure smooth handoffs and effective resolution of escalated issues.
• Participate in shift-based coverage to support a global user base, including rotational and off-hours support as required.
• Identify opportunities to improve processes, automation, and self-service to enhance efficiency and the end-user experience.

QUALIFICATIONS

• 4–5 years of hands-on experience in an IT Service Desk, Help Desk, or technical end-user support role, preferably in a global or enterprise environment.
• Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent practical experience).
• Strong working knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory / Entra ID, and remote support tools.
• Experience using ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, or equivalent) and working within ITIL-aligned processes.
• Solid troubleshooting skills across hardware, software, networking basics, VPN, and authentication issues.
• Excellent verbal and written communication skills, with a strong customer service orientation and a calm, professional approach under pressure.
• Ability to work effectively in a fast-paced, multi-stakeholder environment and to manage multiple priorities simultaneously.
• Willingness to work in a rotational shift model to support a global workforce.
• ITIL Foundation certification and/or relevant vendor certifications (e.g., Microsoft, CompTIA A+/Network+) preferred.

Job Applicant Privacy Notice

EEO Statement

The Company is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email TalentAcquisitionIndia@revantage.com