Junior Service Desk Specialist at Tieto (Mohali) | Freshers

Job Summary

We are looking for a motivated and enthusiastic Service Desk L1 Engineer to join our IT team. This entry-level role is ideal for recent graduates who want to start their careers in IT support. As the first point of contact for customers, you will provide initial support and troubleshooting for various IT issues.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or self-service tickets.
• Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity.
• Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• Assist users with password resets, account unlocks, and basic application support.
• Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution.
• Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications

• Education: B.Sc, BCA, B.A.
• Basic understanding of computer hardware, software, and networking concepts.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• A customer-centric mindset with a passion for helping others.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• A collaborative team player with a willingness to learn and grow.

Preferred Qualifications

• Relevant certifications (e.g., ITIL Foundation) are a plus but not required.
• Prior internship or practical experience in an IT support role is advantageous.

What We Offer

• Competitive salary and benefits package
• Opportunities for professional development and career advancement
• A supportive and inclusive work environment
• Hands-on training and mentorship from experienced IT professionals