Responsibilities
Call Handling: Ability to answer incoming calls from users/customers and address their IT-related issues or inquiries in a professional and courteous manner.Ticket Creation and Routing: Efficiently create tickets in the company's ticketing system, capturing all relevant information about the reported issue. Then, correctly route these tickets to the appropriate technicians based on their expertise and workload.L1 IT Issue Resolution: The candidate should have the knowledge and skills to troubleshoot and resolve basic Level 1 IT issues. This includes common problems like password resets, software installations, network connectivity issues, and printer configurations.Communication Skills: Strong verbal and written communication skills are essential in this role. The candidate should be able to explain technical concepts in a clear and easy-to-understand manner to non-technical users.Customer Service: Providing excellent customer service is crucial in IT support. The candidate should be patient, empathetic, and proactive in assisting users with their IT needs.Documentation: Maintaining accurate and detailed records of all interactions with users, including issue descriptions, troubleshooting steps, and resolutions, is essential for tracking trends and improving IT processes.Qualifications
Technical Knowledge: While the primary focus is on Level 1 support, candidates should have a solid understanding of common IT systems, hardware, and software. A background in computer science, information technology, or a related field is beneficial.Experience: Prior experience in a help desk or IT support role is an advantage. Candidates with experience in handling customer inquiries and resolving technical issues will be better equipped to handle this position effectively.Problem-Solving Skills: The ability to analyze problems and find appropriate solutions is crucial for a Help Desk Support Specialist. They should be able to troubleshoot and diagnose issues accurately.Multi-tasking and Time Management: This role may involve handling multiple tasks simultaneously, so candidates must demonstrate good time management and organizational skills.Experience Required: 3-4 YearsSkills: technical support,customer service,software support,it support,communication skills,software,level 1 support,helpdesk software proficiency,it hardware support,time management
