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IT Service Desk Associate Technical Support

1 - 5 years

0 Lacs

chennai tamil nadu

Posted:2 days ago| Platform: Shine logo

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Skills Required

troubleshooting outlook configuration l1 support service desk ticketing

Work Mode

On-site

Job Type

Full Time

Job Description

As a Tier 1 Service Desk Analyst, you will be responsible for providing first-level technical support to end-users encountering issues with hardware, software, networking, and related technologies. Your role as the initial point of contact for technical support requires exceptional customer service skills, a proactive approach, and the capacity to diagnose and resolve basic IT issues efficiently. You will be expected to deliver Tier 1 support by addressing technical issues and service requests through various communication channels such as phone, email, chat, or remote tools. In cases of unresolved or complex incidents, you will escalate them to the appropriate support teams following established protocols. It is essential to log and document all incidents and user interactions accurately in the service desk ticketing system. Maintaining a courteous and professional demeanor during interactions with users and colleagues is crucial to ensure high levels of customer satisfaction. Additionally, you will provide troubleshooting assistance for a variety of IT systems and devices, including Windows desktop OS, Microsoft Office, printers, mobile devices, and network connectivity. Staying informed about current IT policies, procedures, and best practices is important, and participation in relevant training and upskilling programs is encouraged. To qualify for this role, you should have a minimum of 1 year of experience in a customer service or technical support position, along with strong verbal and written communication skills. Solid troubleshooting and analytical skills are necessary, as well as the ability to work effectively both independently and within a team environment. Familiarity with standard operating systems, common software applications, and hardware setups is expected, and experience with service desk ticketing systems such as ServiceNow or Jira is considered a plus. If you possess skills in L1 Support, Service Desk ticketing, Troubleshooting, and Outlook configuration, and are passionate about providing excellent technical support to end-users, we encourage you to apply for this exciting opportunity.,

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