Role: Service desk L1 engineer

Location: Plymouth MA - Onsite

he Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

What's this role about?

Service Desk for US Client.
2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
2-3 years of Windows Technical Service desk experience is necessary
knowledge Windows 11 and basics of Windows Server
Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
ITSM ticketing tools such as Ivanti, ServiceNow etc.,
User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
Remote desktop connectivity applications, Windows end point support
MS Office Suite and application support
Web Application, VPN knowledge
Administer and provide User account provisioning.
Support desktops, laptops, thin clients, printers, scanners, and peripherals
Install, configure, and update banking-approved software
Follow all internal controls and policies
Assist in password resets, MFA support, and identity/access management requests.
Identify and report suspicious activity or potential security threats
Maintain a strong focus on data privacy and cybersecurity best practices
Document solutions and create user guides/knowledge base articles
Responsible for installing desktop applications and software
Use the Incident Management System to document and manage problems and work requests and their respective resolutions
Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Route problems to internal 2nd level IT support staff.
Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

Ticket Management
Customer Satisfaction
First Call Resolution
Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
2–3 years of experience in IT service desk or technical support role.
Experience supporting a bank or financial services environment (preferred).
Basic and Above Average knowledge of:
Windows OS & Microsoft 365
Active Directory / Azure AD
VPN & MFA
ITIL framework
Excellent communication, customer service, and problem‑solving skills.
Ability to work in a fast-paced, highly regulated environment.

Educational requirement:

Graduate and preferably BCA or any other Technical Field.
Excellent Communication Skills (Written/Verbal)
Exceptional customer service orientation
Excellent communication skills, both written and verbal
Disciplined, systematic problem-solving skills required.

Machine Operator

About this role