Help Desk Support

Job Summary:

Provide first and second-level technical support to end users via voice, chat, or in-person. Handle IT ticketing, hardware/software troubleshooting, and asset lifecycle management. Ensure prompt resolution of issues, accurate documentation, and efficient coordination with stakeholders to support business operations.

Key Responsibilities:

• Provide technical assistance on computer hardware, software, operating systems, and peripherals via voice/chat/in-person.
• Troubleshoot and resolve issues related to installation, configuration, printing, network connectivity, and OS errors.
• Manage IT ticket queues, follow standard operating procedures, and escalate incidents as required.
• Perform root cause analysis and use deductive reasoning to solve moderately complex problems.
• Support asset lifecycle processes including receiving, tagging, deployment, tracking, and retirement of IT hardware.
• Maintain and update the IT asset inventory and database daily using asset management tools.
• Conduct monthly and annual physical audits of IT assets; ensure readiness for inspections.
• Handle IT Walk-up Center/Stockroom activities including issuing/returning loaner devices and attending to hardware requests.
• Collaborate with project teams to support site readiness, documentation, and delivery schedules (e.g., Noida Expansion project).
• Communicate regularly with leads and stakeholders for project updates and issue reporting.
• Provide regular and ad-hoc reports/data as required by management.
• Support adherence to STPI and SEZ processes and coordinate with vendors for procurement and service support.
• Assist with training and development of new team members and contribute to knowledge sharing.

Skills Required:

• Technical troubleshooting (hardware/software/OS/applications)
• Desktop support (Windows, macOS, Linux)
• Microsoft Office Suite (Outlook, Word, Excel)
• IT asset management tools and inventory systems
• Ticketing systems and queue management
• Hardware installation, upgrades, and maintenance
• Knowledge of STPI & SEZ compliance
• Procurement and vendor coordination
• Communication (verbal and written)
• Analytical thinking and problem-solving
• Customer support and stakeholder collaboration
• Time management and accountability
• Adaptability and initiative-taking

Qualifications:

• Minimum:

  High School Diploma or equivalent

• Preferred:

  Bachelor's degree in IT or a related field
• 13 years experience in IT/Engineering support, desktop troubleshooting, or hardware asset management