- Serve as the primary IT support contact, handling support requests through the service desk.
- Log, categorize, and prioritize incidents and service requests, updating them in the ITSM platform.
- Provide Level 1 technical support for hardware, software, and standard enterprise applications.
- Troubleshoot Windows desktop and laptop issues, utilizing documented procedures and knowledge articles.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Perform password resets, account unlocks, and basic user administration using Active Directory.
- Assist users with VPN connectivity and remote access issues.
- Troubleshoot basic networking and connectivity problems, ensuring optimal network performance.
- Support printers, peripherals, and standard workplace technology, ensuring their proper functioning.
- Install approved software, perform workstation configurations, and maintain accurate documentation.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- 2-4 years of experience in an IT Service Desk, Help Desk, or End User Support role, with a focus on ticket-based support.
- Working knowledge of IT Service Management (ITSM) tools, such as ServiceNow, Jira Service Management, or similar platforms.
- Basic administration and troubleshooting skills for Windows 10/11 operating systems.
- Familiarity with Microsoft 365 applications and their support requirements.
- Experience with Active Directory user account administration and password management.
- Understanding of VPN and remote connectivity, ensuring secure and efficient access for users.
- Foundational networking knowledge, including TCP/IP, DNS, DHCP, and Wi-Fi protocols.
- Ability to use remote support tools effectively, facilitating efficient troubleshooting and support.
- Strong customer service orientation, with excellent verbal and written communication skills.
Skills Required
- Bachelor's degree in Computer Science, IT, or related field (or equivalent experience)
- 2-4 years experience in IT Service Desk, Help Desk, or End User Support
- Working knowledge of ITSM tools (ServiceNow, Jira Service Management, or similar)
- Basic administration and troubleshooting skills for Windows 10/11
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Experience with Active Directory user account administration and password management
- Understanding of VPN and remote connectivity troubleshooting
- Foundational networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi)
- Ability to use remote support tools effectively
- Strong customer service orientation with excellent verbal and written communication
- Experience logging, categorizing, and prioritizing incidents in an ITSM/service desk platform
- Ability to support printers, peripherals, install approved software, and perform workstation configurations
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
