Aidway

Job Title: Helpdesk Resource Location: Tricity (Punjab) Role: Contractual Role Overview We are seeking Helpdesk Resource with a minimum of 2 years of relevant IT experience to provide uninterrupted technical and operational assistance to end-users. The role involves delivering Level 1 (L1) and Level 2 (L2) support, incident resolution, user guidance, and escalation management. The Helpdesk team will also participate in training helpdesk executives to ensure consistent service quality and efficiency. Key Responsibilities Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing systems. Diagnose and resolve L1 and L2 technical issues related to hardware, software, and network systems. Escalate unresolved issues to higher-level support teams (L3) as necessary. Track, prioritize, and document support requests in the helpdesk ticketing system. Provide user guidance on system usage, application features, and IT policies. Conduct training sessions for helpdesk executives to enhance troubleshooting and communication skills. Follow up with users to ensure issues are resolved to satisfaction. Maintain service level agreements (SLAs) for response and resolution times. Assist in preparing technical documentation, FAQs, and user guides. Required Qualifications & Experience Education: BE/B.Tech / BCA / B.Sc. (IT, Computer Science, Electronics) / MCA Minimum 2 years of relevant IT support experience. Experience in providing both L1 and L2 support in a professional environment. Skills & Competencies Technical Skills Proficiency in troubleshooting hardware, operating systems (Windows/Linux), and commonly used applications. Basic knowledge of networking concepts (LAN/WAN, IP configuration, VPN). Familiarity with ticketing/helpdesk systems (e.g., ServiceNow, Jira, Zendesk). Understanding of ITIL processes for incident, problem, and change management. General Competencies Strong customer service and communication skills. Ability to handle multiple tasks under pressure. Detail-oriented with strong problem-solving skills. Team player with the ability to work independently when required.