About the role
Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you’re in the right place!
Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.
About the Role
Litmos is looking for an L1 Service Desk Technician to join our growing Pune office. This is a frontline support role responsible for delivering timely, high-quality assistance to end users across the organization. You will be the first point of contact for IT issues, triaging and resolving common requests while escalating more complex problems to senior IT staff. This role is ideal for someone early in their IT career who is eager to build a strong technical foundation in a fast-paced SaaS environment.
Key Responsibilities
End-User Support
- Serve as the first point of contact for IT support requests submitted via our ITSM ticketing platform, email, or in person.
- Troubleshoot and resolve common hardware, software, and connectivity issues for Windows and macOS users.
- Assist with password resets, account unlocks, and access requests through Microsoft Entra ID.
- Escalate unresolved or complex issues to the Senior IT Support Engineer with clear documentation and context.
- Maintain a positive, professional, and service-oriented approach in all user interactions.
Ticket & Request Management
- Log, track, and update all support requests accurately in the ITSM ticketing system, ensuring SLA adherence.
- Prioritize incoming tickets based on urgency and business impact.
- Follow established processes for incident management, service requests, and change procedures.
- Contribute to knowledge base articles to enable user self-service and reduce repeat ticket volume.
Device & Asset Support
- Assist with device setup, configuration, and deployment for new hires in the Pune office.
- Support basic endpoint management tasks under the guidance of senior IT staff.
- Help maintain accurate records of corporate hardware assets in the IT asset tracking system.
Onboarding & Offboarding
- Support IT onboarding tasks including account provisioning, device imaging, and software installation.
- Assist with offboarding procedures including account deactivation and hardware retrieval.
- Coordinate with HR and IT Operations to ensure timely and complete execution of joiner/mover/leaver workflows.
Security & Compliance
- Follow and reinforce IT security policies and acceptable use guidelines with end users.
- Escalate potential security incidents or policy violations to senior IT staff promptly.
- Support basic compliance tasks including evidence collection during audit periods.
What We're Looking For
- 2-5 years of experience in an IT support, helpdesk, or service desk role.
- Basic understanding of Windows and macOS operating systems and common productivity applications.
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Exposure to Active Directory or Microsoft Entra ID for user and account management.
- Understanding of core networking concepts (DNS, DHCP, VPN, Wi-Fi).
- Strong communication skills with a customer-first mindset.
- Ability to follow documented processes and escalation paths consistently.
02 Aplyr's read
Litmos is a dynamic player in the e-learning sector, attracting tech-savvy professionals passionate about transforming corporate training through innovative cloud-based solutions.
What's promising
- •Strong focus on cloud-based solutions positions Litmos well in the growing e-learning market.
- •Diverse range of roles indicates opportunities for career advancement and skill development.
- •Recent hiring in engineering and customer success highlights commitment to product and service quality.
What to watch
- •High competition in the e-learning space may pressure market share and innovation.
- •Limited public information about company culture and employee satisfaction.
- •Potential challenges in maintaining service quality with rapid growth and scaling.
Why Litmos
- •Litmos specializes in corporate training, offering tailored solutions for organizational learning needs.
- •Focus on cloud technology provides flexibility and scalability for clients.
- •Strong emphasis on customer success ensures ongoing support and engagement with clients.
Aplyr’s read is generated by AI from public sources. Was it useful?
03 About Litmos
Litmos is a cloud-based learning management system (LMS) that provides organizations with tools to deliver training and development programs to their employees.
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