Help Desk Specialist

You will be joining our team as a proactive and customer-focused Service Desk IT Technical Support professional. Your primary responsibilities will include providing first-line technical support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and services. As the initial point of contact for technical support requests, you will play a vital role in delivering exceptional customer service. Your key responsibilities will involve: - Providing first-level support for IT issues including hardware, software, network, and operating system problems. - Responding to service requests via phone, email, or ticketing system, logging and prioritizing them appropriately. - Troubleshooting and resolving technical issues related to desktops, laptops, printers, and other end-user devices. - Assisting with password resets, account lockouts, and other user access issues. - Logging, categorizing, and prioritizing incidents and service requests based on severity and urgency. - Escalating unresolved issues to second-line support or other relevant teams. - Installing, configuring, and maintaining software applications and hardware devices for users. - Setting up new user accounts and workstations. - Documenting troubleshooting steps, solutions, and procedures in the knowledge base for future reference. - Providing end-users with self-help guides and FAQs to resolve common issues independently. - Ensuring excellent customer service by maintaining a professional demeanor while interacting with end-users. - Resolving issues within agreed-upon Service Level Agreements (SLAs). - Assisting in monitoring system performance and conducting routine maintenance tasks. - Supporting software updates, patches, and system upgrades as directed by the IT team. Required Qualifications: - Education: High school diploma, Associates degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent). - Experience: Proven experience (1-2 years) in a technical support or service desk role. Technical Skills: - Familiarity with common operating systems (Windows, macOS, Linux). - Basic knowledge of networking concepts (DNS, TCP/IP, VPN, etc.). - Experience with Active Directory, email clients, and remote desktop tools. - Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar). - Basic understanding of hardware troubleshooting (PCs, laptops, printers). Key Competencies: - Strong problem-solving and troubleshooting skills. - Excellent verbal and written communication skills. - Ability to work independently and as part of a team. - Strong time management and multitasking abilities. - Attention to detail and ability to maintain accurate records. If you are interested in this opportunity, kindly share your updated CV to i.aashik@hcltech.com.,