L1 IT Support Engineer / Global Service Desk Analyst

L1 IT Support Engineer / Global Service Desk Analyst

Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an L1 IT Support Engineer / Global Service Desk Analyst in Pune, Maharashtra!

We are seeking a customer-focused and technically proficient L1 IT Support Engineer to join our Global Service Desk team. The successful candidate will serve as the first point of contact for end users, providing timely technical support through phone, chat, email, and remote assistance.

The ideal candidate should possess strong communication skills, sound technical troubleshooting abilities, and a customer-first mindset. Experience with AI-powered support tools and knowledge management platforms will be an added advantage.

Role Description & Responsibilities:

• Serve as the primary point of contact for IT incidents and service requests.

• Log, categorize, prioritize, and manage tickets in accordance with defined SLAs

• Perform first-level troubleshooting and resolve issues within L1 scope. - Escalate unresolved incidents with complete diagnostics

• Support Windows desktops/laptops, Microsoft Office, Outlook, Zoom, browsers, printers, VPN, Wi-Fi, and basic networking.

• Support endpoint provisioning and standard desktop configurations.

• Use knowledge articles and contribute to knowledge management.

• Leverage AI-powered support tools and identify automation opportunities.

• Deliver professional customer service and maintain ticket quality.

• Work in a 24x5 rotational shift model.

Qualifications:

Required Qualifications

• Bachelor's degree in any discipline.

• 3- 5 years of IT Help Desk / Global Service Desk experience.

• Excellent spoken and written English.

• Strong Windows desktop troubleshooting skills.

• Familiarity with Microsoft Office, Outlook, Zoom, and enterprise productivity tools.

• Experience with ITSM/ticketing platforms.

• Strong analytical and problem-solving skills.

• Willingness to work 24x5 rotational shifts.

Preferred Qualifications

• Windows OS/Desktop Administration training or certification.

• Experience supporting enterprise environments with users spread across Asia Pacific, EMEA and Americas

• Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management

• Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills)

• ITIL exposure or certification

• Experience with AI-enabled support tools

• Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred

Success Metrics: SLA compliance, FCR, MTTR, CSAT, ticket quality, AI tool utilization, and knowledge contributions.

What is in it for you?

• Work for one of the biggest software companies in Europe

• Work in a culture of collaboration and innovation

• Opportunities for personal development and career progression