Primary Duties & Responsibilities
- Serve as the First Level Support for customers seeking technical assistance over the phone, IT ticket or email.
- Determine the best solution based on the issue and details provided by users.
- Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
- Follow up with business customers and other stakeholders to ensure complete resolution of issues.
- Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
- Inform management of recurring and escalated issues.
- Provide support for various internal departments.
- Ability to understand business requirement, impact, urgency, and criticality of the issue presented.

Education & Experience
- Minimum 3-4 years of experience in Helpdesk activities like troubleshooting, hardware imaging, password resets etc.
- Bachelor’s degree in computer science engineering or equivalent

Skills




- Proven experience as a help desk/ service desk role or other customer support role
- Very valuable working knowledge of Microsoft Windows 7, Windows 10 and Windows 11
- Expertise in troubleshooting Microsoft Office 2016, M365 along with internal applications
- Able to troubleshoot issues pertaining to Laptops, Desktops, Printer, Scanner, LAN, WAN issues.
- Able to handle network, VPN, Permissions, Internet applications etc.
- Support any of the common and custom desktop tools and applications
- Raise complaints and tickets with OEM vendors and part replacements.
- Prior working knowledge on DELL / Lenovo specific hardware is preferred.
- Basic understanding of tech terms like server, storage, network, LAN, WAN, VPN, RDP
- Good command over written & verbal communication
- Learning aptitude, organized and attention to detail.
- Ability to work in a team and under pressure situations.
- Ability to work responsibly with little or no direct supervision.
- Customer service-orient

📌 IT Helpdesk Specialist (Hyderabad)
🏢 Coherent
📍 Hyderabad