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Help Desk Consultant

1 - 6 years

0 Lacs

Pune Maharashtra India

Posted:2 weeks ago| Platform: Linkedin logo

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Skills Required

communication support software network troubleshooting resolve documentation escalation service analysis collaboration development efficiency training technology

Work Mode

Remote

Job Type

Full Time

Job Description

Consultant– Helpdesk

Location: Pune

Experience: 1-6 years

Only Immediate joiners.

First round: Communication check and Second Round: Technical

Excellent communication skills required


Kindly share your resume to nsenthil.kumar@genpact.com with Sub of "Technical Associate – Helpdesk" along with notice period.


In this role you will be providing technical support and assistance to users. Act as the first point of contact for resolving hardware, software, and network-related issues. Perform initial troubleshooting, document user interactions, and escalate complex problems to higher-level support teams when necessary.


Responsibilities

  • Issue Identification: Serve as the first point of contact for users experiencing technical difficulties, including hardware, software, and network issues.
  • Troubleshooting: Perform basic troubleshooting steps to resolve common problems, such as password resets, software installations, and connectivity issues.
  • Documentation: Accurately log all user interactions and resolutions in the ticketing system to maintain detailed records.
  • Escalation: Identify complex issues that require advanced support and escalate them to the appropriate team or Level 1.5 support.
  • Customer Service: Provide excellent customer service by communicating clearly and empathetically with users.
  • Helpdesk L1.5 Responsibilities
  • Advanced Troubleshooting: Handle escalated issues from L1 support, requiring more in-depth analysis and problem-solving skills.
  • Technical Expertise: Utilize specialized knowledge to resolve complex technical problems related to systems, applications, and networks.
  • Collaboration: Work closely with other IT teams to ensure timely resolution of issues and share insights for continuous improvement.
  • Process Improvement: Contribute to the development of best practices and procedures to enhance helpdesk efficiency and user satisfaction.
  • Training Support: Assist in training L1 staff on new technologies and troubleshooting techniques.

Qualifications we seek in you!

  • A degree in information technology or a related field is preferred

Preferred Qualifications/ Skills

  • Previous experience in a helpdesk or technical support role is beneficial.
  • Strong communication, problem-solving, and organizational skills are essential. Familiarity with ticketing systems and remote support tools is advantageous.

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