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

Education:

Experience:

Skills

• Proven experience as a help desk/ 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.


• The work mode of Finisar India is Hybrid i.e. 3 days at office.

Culture Commitment

Ensure adherence to company s values (ICARE) in all aspects of your position at Coherent Corp.:

I

C

A

R

E

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.