L1 Support Helpdesk Specialist

L1 Support Helpdesk Specialist Bangalore, India 1 years exp. Contract Job Overview We are hiring L1 Support Helpdesk Specialist for our GCC client Europe s top retail brand. This opportunity gives you exposure to enterprise-scale initiatives in retail and supply chain, working alongside a peer group of talented engineers, architects, and domain specialists across geographies in a collaborative, innovation-driven environment. It s a role that not only sharpens your technical expertise but also provides long-term visibility and growth within a global organization. Key Responsibilities Act as the first point of contact for all user support related queries regarding core Applications via phone and ticketing system. Responsible for resolving basic user request tickets and escalating complex issues to L2 support. Take internal and external calls from users regarding Application related incidents or service requests. Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request. Manage the end-to-end user lifecycle, including creating new accounts, deactivating invalid users, performing password resets, and assigning appropriate permission levels (e.g., Admin or Factory access). Serve as the primary troubleshooter for authentication issues, guiding users through Single Sign-On (SSO) procedures vs. standard password logins, resolving account lockouts/expirations, and ensuring users are accessing the correct system environments. Provide technical assistance to external partners (suppliers and factories) regarding security protocols, including mTLS certificate installation, credential retrieval, and troubleshooting basic HTTP connectivity errors. Assist users in maintaining accurate system records by supporting profile updates, contact management, and the onboarding of new entities or factories within the system. Educate and guide users on core system functionalities, such as document management (uploads/downloads), generating inspection reports, and managing workflow statuses. Perform initial diagnosis of User Interface (UI) anomalies, such as missing navigation elements or functional restrictions, to distinguish between user error and system defects before escalating. Requirements & Skills Diploma in Computer Science, Information Technology or relevant discipline. At least 1 3 years experience in user support focus on Application Support (L1 focus). Strong problem solving and system troubleshooting skills. Technically proficient in Microsoft Office and use of Ticketing Systems. Good command of written and spoken English; Cantonese and Mandarin is optional. Good interpersonal and communication skills. Capability to work under pressure & fast path demanding environment. To be available immediately/ at short notice.