Job Description

Job Title: Service Desk Technician / Service Desk Support Job Overview: We are seeking a dedicated and detail-oriented Service Desk Technician to join our IT support team. As a Service Desk Technician, you will be the first point of contact for internal or external customers experiencing technical issues. Your role will involve troubleshooting, resolving, and escalating IT-related problems to ensure smooth operations and high levels of customer satisfaction. Office Address: Mahaveer Techno Park, 4th Floor, Plot No.6, Survey No.64, Software Units Layout, HITEC City, Hyderabad, Telangana 500081 Walkin Time: 10.00 AM -1.00 PM IST Key Responsibilities: Provide first-line support for users, including troubleshooting hardware and software issues, network connectivity problems, and general IT inquiries. Respond to service requests via phone, email, or ticketing system, ensuring accurate and timely resolution. Log and prioritize support tickets, ensuring all necessary information is captured and tracked. Diagnose and resolve technical issues related to desktop applications, operating systems, email, printers, and other IT-related services. Escalate more complex technical issues to the appropriate higher-level support or technical teams. Maintain an organized inventory of IT assets (e.g., computers, printers, software licenses). Document common issues and solutions to enhance self-service knowledge bases and improve team efficiency. Provide proactive support to users by monitoring and resolving recurring issues. Assist with system updates, software installations, and configuration changes as needed. Maintain a positive and professional attitude while working under pressure, ensuring a great experience for end-users. Participate in ongoing training to stay updated on new technologies, tools, and best practices. Required Skills and Qualifications: Proven experience in an IT support role, preferably in a service desk or helpdesk environment. Strong understanding of hardware, software, and networking concepts. Familiarity with troubleshooting common operating systems (Windows, macOS, Linux) and applications (Microsoft Office Suite, web browsers, etc.). Ability to handle multiple tasks and prioritize in a fast-paced environment. Strong communication skills, both written and verbal, with the ability to explain technical issues in simple terms. Excellent customer service skills, with a focus on resolving issues efficiently and courteously. Familiarity with ticketing systems and ITIL best practices is a plus. Preferred Qualifications: IT certifications (CompTIA A+, Microsoft Certified Professional, or similar) are a plus. Knowledge of Active Directory, Exchange, and network troubleshooting is desirable. Work Environment: Full-time with rotational shifts (morning, evening, and night shifts).