Information Technology Technical Support | Service Desk

As a Service Desk Agent at our Hyderabad location, you will play a crucial role in providing support to users encountering IT issues or requesting services. Your responsibilities will include: - Acting as the initial point of contact for users reporting IT issues or service requests, whether via phone, email, or chat. - Handling inbound and outbound calls professionally, ensuring prompt responses and resolutions for user queries. - Logging, categorizing, and prioritizing incidents and service requests using ITSM tools. - Troubleshooting and resolving technical issues related to hardware, software, networks, and user accounts. - Escalating complex or unresolved issues to the appropriate support tiers following defined escalation paths. - Providing remote support through remote access tools while adhering to documented procedures and knowledge base articles. - Ensuring accurate documentation of all user interactions and solutions provided. - Following ITIL-aligned processes such as Incident Management, Request Fulfilment, and Access Management. - Maintaining awareness of service desk procedures, SLAs, and support protocols. - Participating in shift-based rotations to ensure 24x7 coverage when required. - Delivering excellent customer care by maintaining a professional, courteous, and empathetic approach to end-user issues. - Building trust and maintaining strong relationships with users through consistent and clear communication. - Assisting in identifying recurring issues and contributing to updates in the knowledge base. In addition to the above responsibilities, you should possess the following qualifications: - 1-3 years of experience in an IT support/help desk environment. - Prior experience in customer care/call handling (technical or non-technical) is highly desirable. - Exposure to ticketing systems, with experience in ServiceNow being preferred. - Experience in supporting end-users remotely in a fast-paced environment. - A Bachelor's degree in information technology, Computer Science, or a related field. Equivalent work experience may be considered in lieu of formal education. - Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals. - Excellent troubleshooting and problem-solving abilities. - Strong verbal and written communication skills with proven phone etiquette and customer interaction experience. - Ability to multitask and handle a high volume of support requests. - Customer-focused attitude with a calm and patient demeanor.,