Junior Service Desk Technician

Start Your IT Career with Structure, Support, and Global Exposure.

Early IT careers are built on strong foundations-clear processes, hands-on support, and the chance to learn from real-world environments. If you're ready to grow your technical skills while supporting global users, this role gives you the structure and guidance to do it right.

This role is ideal for junior IT professionals who want hands-on experience without chaos. You'll support global users through structured service queues, clear SLAs, and defined responsibilities-while enjoying fixed weekends and an onsite environment that supports steady learning and career growth.

Job Description

As a  Junior Service Desk Technician , you will provide first- and second-level IT support, monitor service queues, troubleshoot end-user issues, and manage user accounts. You'll ensure requests are resolved within service level agreements while maintaining documentation and contributing to continuous improvements in service delivery.

Job Overview

Employment type:

Full-time

Shift: Night shift, weekends off
Work setup:
Onsite, Gujarat, India

Exciting Perks Await!
Competitive compensation package
Medical and life insurance
Standard government and Emapta benefits
Well-equipped, modern, and accessible offices
Employee engagement activities
Mentorship and exposure to global leaders and teams
Diverse, inclusive, and supportive culture
Transparent performance management
Unlimited upskilling through Emapta Academy courses
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The Qualifications We Seek

Required Qualifications
At least 1 year of experience  in a  Service Desk, IT Support, or Helpdesk role (Level 1 or entry-level)
Basic knowledge of  Windows OS, desktop and laptop troubleshooting, and workstation setup
Experience in user account management such as  Active Directory, password resets, and onboarding/offboarding
Familiarity with  ticketing systems and SLA-driven environments
Basic understanding of IT security best practices , including account security, data protection, and endpoint security
Ability to provide first- and second-level support for hardware, software, and access-related issues
Strong problem-solving and analytical skills
Good documentation skills, including how-to guides, process documents, and knowledge base articles
Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users
Ability to work independently, exercise sound judgment, and prioritize tasks effectively
Willingness to render after-hours or on-call support as needed
Team-oriented mindset with the ability to collaborate across departments

Preferred Qualifications (Advantageous)

Experience with system imaging and deployment tools
Exposure to third-party support or deployment providers
Basic understanding of networking fundamentals
Experience supporting onboarding and offboarding processes

Your Daily Tasks
Monitor the support queue to ensure customers receive prompt responses and that Level 1 issues meet contractual service level agreements. These include, but are not limited to:
Password resets (Active Directory, third-party software, telephone voicemail PIN resets)
User account creation for new hires and terminations for employee separations
Workstation setup for new hires/users
Perform desktop and laptop system image management and deployment to ensure efficient system delivery
Coordinate with third-party deployment and support providers as required
Provide first and second-level support, troubleshooting, and tuning for desktop and laptop issues reported to the service desk
Understand and implement security best practices, and collaborate with security specialists to minimize vulnerabilities
Ensure compliance with all contractual SLAs, policies, and procedures
Exercise discretion and independent judgment when handling client requests, incidents, and feedback
Build credibility and trust with clients by providing effective solutions and maintaining strong customer relationships
Analyze and recommend alternative solutions to meet customer needs
Identify opportunities to improve communication and operational efficiency to enhance customer satisfaction
Support team processes and participate in cross-functional teams
Create and maintain documentation to build knowledge and provide training when necessary
Be available for after-hours on-call support, if required
Complete other duties as assigned

About the Client

Our client is  a global technology services organization supporting enterprise IT operations across multiple regions.  The team focuses on reliable service delivery, security, and continuous improvement-providing junior IT professionals with exposure to global systems, structured processes, and best practices that build long-term technical careers.

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