Junior Help Desk Support SS Consulting Kochi

1.0 - 13.0 years

0 Lacs

kochi, kerala

On-site

You are invited to join our dynamic Help Desk team as a Junior Dispatcher/Help Desk Support. Your main responsibilities include monitoring the ticketing queue, gathering relevant information from ticket descriptions, and collaborating with managers for timely issue resolution. This role demands attention to detail, a sense of urgency, and excellent interpersonal communication skills. Utilizing platforms such as Matrix42 and Jira Service Management, you will track and address support requests. This position presents a valuable opportunity for individuals early in their careers to develop expertise in IT support and service coordination. Your key responsibilities will include monitoring and managing the Help Desk ticket queue in Matrix42 and Jira Service Management, extracting pertinent technical and contextual information from ticket descriptions, collaborating with managers and senior team members to handle complex tickets, ensuring proper assignment and closure of tickets, maintaining incident handling logs and documentation, communicating effectively with end-users and technical teams, and assisting in generating reports on ticket trends and response times. The qualifications required for this role are a Bachelor's degree in Information Technology, Computer Science, or a related field, at least 3 years of experience in a Help Desk or Service Desk environment, hands-on experience with Matrix42 and Jira Service Management (preferred), a strong understanding of IT support workflows and ticket lifecycle management, excellent communication and interpersonal skills, the ability to multitask and prioritize in a fast-paced environment, attention to detail and strong documentation habits, a customer-centric mindset, and a problem-solving attitude. Additionally, the ideal candidate will have a focus on SAP, an educational path to becoming an SAP 1st-Level Service Consultant, experience in handling smaller user-account issues, and a commitment to following prescribed guidelines and checklists. If you are ready to take on this exciting opportunity and contribute to our Help Desk team, we look forward to receiving your application!,

Posted 1 week ago

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