Service Desk Technician

Mandatory Requirement:

• Shift Timing:

  Monday to Friday, 1:00 PM CST to 10:00 PM CST (equivalent to 12:30 AM to 9:30 AM IST).

Key Responsibilities:

• Troubleshoot and resolve moderately complex technical issues across all technical areas and highly complex issues in at least one specialized area.
• Apply policies and procedures with minimal supervision.
• Perform assigned project work under the supervision of a lead or manager.
• Exhibit strong teamwork, excellent communication skills, and the ability to work independently with minimal supervision.
• Provide exceptional customer support through phone and in-person interactions.
  

Qualifications:

• Bachelor's degree

  preferred.

• 2–4 years

  of hands-on experience in configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.
• Proficient in providing technical support for both local and remote users.
• Strong technical knowledge of:

• Operating Systems:

  Windows XP, Windows 7

• Applications:

  Microsoft Office 2003/2007, Market Data Applications (e.g., Bloomberg)

• Telephony Environments

• Expert-level knowledge in at least one technical area with moderate proficiency across multiple IT domains.
• Strong basic execution and troubleshooting skills in both hardware and software issues.
• Ability to manage and prioritize tickets effectively in a ticketing system.
  

Illustrative Responsibilities:

• Primary responsibility is to handle user issues over the phone from the service desk.
• During periods of high call volume or when required, escalate issues to desktop support for efficiency.
• Provide Level 1 technical support for local users and Level 2 support for remote users.