Help Desk Specialist

As a proactive and customer-focused Service Desk IT Technical Support professional, your role will involve providing first-line technical support to end-users. This includes troubleshooting and resolving hardware and software issues, ensuring the smooth operation of IT systems and services, and being the initial point of contact for technical support requests. Your contribution is vital in delivering excellent customer service. Key Responsibilities: - Provide first-level support for IT issues encompassing hardware, software, network, and operating system problems. - Respond to service requests through phone, email, or ticketing system, logging and prioritizing them appropriately. - Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices. - Assist with password resets, account lockouts, and other user access issues. Incident Management: - Log, categorize, and prioritize incidents and service requests based on severity and urgency. - Escalate unresolved issues to second-line support or other relevant teams. - Track, monitor, and provide status updates on open service requests and incidents. Software & Hardware Installation and Configuration: - Install, configure, and maintain software applications and hardware devices for users. - Assist in setting up new users accounts and workstations. Knowledge Base & Documentation: - Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference. - Provide end-users with self-help guides and FAQs to resolve common issues independently. Customer Service: - Maintain a professional and courteous demeanor while interacting with end-users. - Ensure timely issue resolution within agreed-upon Service Level Agreements (SLAs). System Monitoring and Maintenance: - Assist in monitoring system performance and conducting routine maintenance tasks to prevent potential issues. - Support software updates, patches, and system upgrades as directed by the IT team. Required Qualifications: - Education: High school diploma, Associates degree, or relevant certifications such as 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 like ServiceNow, Jira, or similar. - Basic understanding of hardware troubleshooting for PCs, laptops, and printers. Key Competencies: - Strong problem-solving and troubleshooting skills. - Excellent verbal and written communication skills. - Ability to work independently and collaboratively in a team. - Strong time management and multitasking abilities. - Attention to detail and accurate record maintenance. Kindly share your updated CV with i.aashik@hcltech.com for consideration.,