Deskside Support Technician

Skill Set: Deskside Support L1

Position: FTE

Location: Hyderabad, India

Contract: B2B (1 Year initially) - Extendable

Service Desk Agent (24x7)

Responsibilities:

1) Act as the first point of contact for users reporting IT issues or requesting services.

2) Log, categorize, and prioritize incidents and service requests in the ITSM tools.

3) Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.

4) Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.

5) Provide remote support using remote access tools and follow documented procedures and knowledge base articles.

6) Ensure accurate documentation of all user interactions and solutions provided.

7) Follow ITIL-aligned processes such as Incident Management, Request Fulfilment, and Access Management.

8) Maintain awareness of service desk procedures, SLAs, and support protocols.

9) Participate in shift-based rotations to ensure 24x7 coverage where required.

10) Provide excellent customer service and maintain a high level of user satisfaction.

11) Assist in identifying recurring issues and contribute to knowledge base updates.

Experience:

1) 2-5 years of experience in an IT support/help desk environment.

2) Exposure to ticketing system (ServiceNow).

3) Experience supporting end-users remotely in a fast-paced environment.

Education:

1) Bachelor's degree in information technology, Computer Science, or related field.

2) Equivalent work experience may be considered in lieu of formal education.

Skills:

1) Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.

2) Excellent troubleshooting and problem-solving abilities.

3) Strong verbal and written communication skills.

4) Ability to multitask and handle a high volume of support requests.

5) Customer-focused attitude with a calm and patient demeanor.