Help Desk Support

Role Summary:
Tier 1 Help Desk Analysts are the first point of contact for all IT-related incidents and service requests. They ensure timely logging, classification, and resolution of issues while maintaining high customer satisfaction.

Key Responsibilities:

• Receive, log, and track calls/emails through the ticketing system.
• Perform call logging & recording and ensure accurate web logging of tickets.
• Conduct incident classification, initial investigation, and diagnosis.
• Provide initial troubleshooting and support based on defined knowledge base and SOPs.
• Escalate incidents to Tier 2 or relevant teams when required.
• Ensure proper incident closure, confirming resolution with users.
• Conduct basic trend analysis to identify recurring issues.
• Manage Service Request Catalogue items, including password resets, access requests, and standard configurations.
• Maintain excellent communication and follow-up with end-users.

Skills & Qualifications:

• Diploma/Graduate in IT or related field.
• 2 -4 years of experience
• Strong communication and customer service skills.
• Basic understanding of Windows/Mac OS, MS Office, and common IT applications.
• Ability to follow procedures and document accurately.

Job Type: Full-time

Pay: ₹8,086.00 - ₹38,086.68 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person