IT Helpdesk Specialist

Primary Duties & Responsibilities

• Serve as the First Level Support for customers seeking technical assistance over the phone. IT ticket or email.
• Determine the best solution based on the issue and details provided by users.
• Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
• Follow up with business customers and other stakeholders to ensure complete resolution of issues.
• Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
• Inform management of recurring and escalated issues.
• Provide support for various internal departments.
• Ability to understand business requirement, impact, urgency, and criticality of the issue presented.
  

Education & Experience

• Minimum 4-6 years of experience in Helpdesk activities like troubleshooting, hardware imaging, password resets etc.
• Bachelor’s degree in computer science engineering or equivalent
  

Skills

• 4 years of experience as a helpdesk/ service desk role or other customer support role
• Very good working knowledge of Microsoft Windows 7, Windows 10 and Windows 11
• Expertise in troubleshooting Microsoft Office 2016, M365 along with internal applications
• Able to troubleshoot issues pertaining to Laptops, Desktops, Printer, Scanner, LAN, WAN issues.
• Able to handle network, VPN, Permissions, Internet applications etc.
• Support any of the common and custom desktop tools and applications
• Raise complaints and tickets with OEM vendors and part replacements.
• Prior working knowledge on DELL / Lenovo specific hardware is preferred.
• Basic understanding of tech terms like server, storage, network, LAN, WAN, VPN, RDP
• Good command over written & verbal communication
• Learning aptitude organized and attention to detail.
• Ability to work in a team and under pressure situations.
• Ability to work responsibly with little or no direct supervision.
• Customer service-oriented and cool-tempered
  

Working Conditions

• Should be flexible with 24*7 shifts and required to be on site.
  

Culture Commitment

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About Us

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