Service Desk

As a member of GiGa-Ops Global Solutions, you will play a crucial role in providing top-tier IT services and support to clients in the ever-evolving technological landscape. Your primary responsibility will be to offer first-level support to end-users facing technical issues through various channels like phone, email, and chat. You will diagnose and troubleshoot both hardware and software problems, documenting all support interactions accurately and updating customer information as necessary. In cases of complex issues, you will escalate them to the appropriate technical team and assist in setting up and configuring new equipment. Furthermore, you will be involved in training users on basic software applications and troubleshooting techniques, monitoring the ticketing system for timely resolutions, and actively participating in team meetings to discuss ongoing support tasks and project updates. Your positive attitude and ability to handle customer inquiries and complaints professionally will be key in ensuring customer satisfaction. It will also be crucial for you to follow up with users to confirm the satisfactory resolution of their technical issues and stay informed about company products and services to provide accurate information to users. Additionally, you will contribute to creating and updating knowledge base articles, take part in special projects to enhance service desk efficiency, and offer assistance to colleagues when needed. Key Responsibilities: - Offer first-level support to end-users via phone, email, and chat - Diagnose and troubleshoot hardware and software issues - Escalate complex issues to the appropriate technical team - Assist in setting up and configuring new equipment - Train users on basic software applications and troubleshooting techniques - Monitor the ticketing system for timely resolutions - Participate in team meetings for ongoing support tasks and project updates - Follow up with users to confirm satisfactory resolution of technical issues - Contribute to creating and updating knowledge base articles - Take part in special projects to enhance service desk efficiency - Offer assistance to colleagues when needed Qualifications Required: - Recent graduate or final-year student in an IT or related field - Strong interest in pursuing a career in IT support or service desk roles - Excellent verbal and written communication skills - Basic understanding of operating systems (Windows, MacOS, Linux) - Familiarity with networking concepts and troubleshooting - Ability to thrive in a fast-paced environment - Demonstrated problem-solving ability - Strong attention to detail and organizational skills - Ability to quickly grasp new technologies - Capacity to work independently and collaboratively - Previous experience in customer service is advantageous but not mandatory - Willingness to work on-site in Hyderabad - Possess a proactive work approach and adapt to changing business needs (Note: No additional details of the company were provided in the job description),