Triage Support Specialist - IT Service Desk

3 years

0 Lacs

Posted:1 week ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

This role is for one of the Weekday's clients

Min Experience: 3 yearsLocation: GurugramJobType: full-timeWe are seeking an experienced and customer-focused Triage Support Specialist to join our IT Service Desk team. This individual will play a key role in delivering exceptional end-user support across multiple platforms, ensuring that employees are empowered to perform at their best through efficient use of technology.

Requirements

Key Responsibilities:

  • Serve as the first point of contact for technical support via tickets, in-person, chat, email, video, and phone.
  • Provide timely investigation and resolution of issues; escalate complex problems to the appropriate teams when needed.
  • Lead IT onboarding sessions for new hires and assist with Day 1 setup logistics.
  • Maintain clear and comprehensive documentation of support cases and solutions.
  • Create and maintain self-service knowledge bases and user guides to reduce recurring support requests.
  • Manage software license request workflows, including approvals and compliance tracking.
  • Conduct end-user training sessions and develop documentation to empower employees to resolve minor issues independently.
  • Participate in on-call support rotations and offer flexibility to work evenings, nights, or holidays based on business needs.

Preferred Experience & Skills:

  • 3+ years of experience in an end-user IT support or helpdesk role.
  • Proficient with macOS and Apple hardware, including JAMF for administration.
  • Strong working knowledge of Windows 10/PC environments.
  • Demonstrated diagnostic and troubleshooting skills with a methodical approach to problem-solving.
  • Clear and effective communication skills for explaining technical issues to both technical and non-technical users.
  • Calm and empathetic demeanor, particularly under pressure or during urgent technical incidents.
  • Familiarity with the following technologies and tools is highly desirable:
    • Operating Systems & Hardware: macOS, Windows 10, Apple devices
    • Collaboration & Communication: Slack, Zoom, VoIP
    • IT Tools: JIRA, Confluence, Okta, Google Workspace, Meraki, Oomnitza

Personal Attributes:

  • Self-motivated with a strong desire for continuous technical growth.
  • Strong organizational and multitasking abilities.
  • A collaborative team player who thrives in both independent and team settings.
  • Customer-first mindset with a dedication to providing excellent service

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