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Service Desk Associate

6 - 10 years

1 - 4 Lacs

Posted:4 days ago| Platform: Foundit logo

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Skills Required

Work Mode

On-site

Job Type

Full Time

Job Description

Responsibilities:

  • First-Line Support:

    Act as the initial point of contact for users experiencing IT issues via phone, email, chat, or self-service portal.
  • Incident Management:

    Log, categorize, prioritize, and track all incoming incidents and service requests in the IT Service Management (ITSM) system.
  • Troubleshooting & Resolution:

    Diagnose and resolve common hardware, software, network, and system-related issues (e.g., password resets, account unlocks, printer issues, basic network connectivity, common application errors).
  • Escalation:

    Escalate unresolved or complex issues to the appropriate Tier 2/3 support teams (e.g., Desktop Support, Network Team, Application Support) with detailed and accurate information.
  • Communication:

    Provide clear, concise, and timely communication to users regarding the status of their requests, estimated resolution times, and solutions.
  • Knowledge Management:

    Utilize and contribute to the knowledge base by creating and updating articles, troubleshooting guides, and FAQs for common issues.
  • Documentation:

    Maintain accurate and comprehensive records of all interactions, troubleshooting steps, and resolutions in the ITSM system.
  • Service Level Agreement (SLA) Adherence:

    Ensure incidents and service requests are handled within agreed-upon service level agreements (SLAs).
  • Customer Service:

    Deliver excellent customer service, demonstrating patience, empathy, and a professional demeanor, even in challenging situations.
  • Hardware/Software Provisioning (Basic):

    Assist with basic setup and configuration of desktops, laptops, mobile devices, and common software applications.

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