Role

This position provides technical support to end users across a variety of IT-related issues. The role involves identifying, researching, troubleshooting, and resolving technical problems related to computer systems, software, and hardware.

The position responds to support requests received via telephone, email, and other channels, while documenting, tracking, and monitoring issues to ensure timely resolution and adherence to Service Level Agreements (SLAs).

Essential Duties and Responsibilities

- Provide technical assistance and support for incoming queries, calls, and issues related to computer systems, software, and hardware.
- Identify, diagnose, and troubleshoot technical issues and problems.
- Categorize, record, and manage reported queries and provide appropriate solutions.
- Assist users with problem identification and resolution.
- Advise users on the appropriate course of action for reported issues.
- Monitor incidents and service requests from initial reporting through final resolution.
- Escalate unresolved or complex problems to the appropriate level of support when required.
- Provide basic online security guidance and technical support to end users.
- Manage one or more customer service/support functions as assigned.
- Act as a primary point of contact for service users and customers reporting issues or requesting information, access, or other IT services.
- Receive and handle service requests in accordance with established procedures.
- Promptly assign and route support calls and tickets to the appropriate teams.
- Log incidents and service requests and maintain accurate and relevant records.
- Maintain detailed technical documentation within Help Desk tickets, including troubleshooting steps, actions taken, and resolutions.
- Identify and classify incident types and service interruptions.
- Record incidents and categorize them based on symptoms, root causes, and resolutions.
- Support day-to-day operational requirements during changes while minimizing service disruptions.
- Ensure support activities remain aligned with applicable SLAs,



IT service management processes, and information security requirements.
- Maintain a typing speed of at least 45 WPM.
- Perform basic hardware and software troubleshooting.
- Demonstrate a good understanding of current operating system functionality.
- Possess a basic understanding of computer hardware.
- Demonstrate proficiency with Microsoft products and applications.
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Skills & Qualifications

Technical Skills

- Good understanding of IT Service Desk and technical support processes.
- Knowledge of ITIL processes and best practices.
- Hands-on experience with ServiceNow or similar IT service management/ticketing tools.
- Working knowledge of Active Directory.
- Experience with Microsoft Office 365.
- Knowledge of account provisioning and account creation.
- Basic understanding of computer hardware and peripherals.
- Basic knowledge of Microsoft Teams and Outlook.
- Good understanding of Windows operating systems and common desktop applications.

Skilled Skills

- Excellent verbal and written communication skills.
- Strong customer service and customer-handling skills.
- Ability to diagnose problems and provide effective solutions.
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize and manage multiple incidents and service requests.
- Ability to follow established IT Service Desk procedures and guidelines.
- Ability to work effectively in a team-oriented environment.
- Strong attention to detail and accurate documentation skills.

Experience

- 1–3 years of experience in an IT Service Desk, Help Desk, Technical Support, or similar role.

Educational Qualifications

- B.Tech / B.E. in Computer Science, Information Technology, or a related field; or
- Bachelor of Computer Applications (BCA); or
- B.Sc. in Computer Science / Information Technology or a related field.

Additional Requirements

- Adherence to company IT Service Desk (ITSD) policies, procedures, and guidelines.
- Commitment to maintaining information security and confidentiality.
- Ability to meet defined service levels and provide timely support to end users.

Skills:- Active Directory and ServiceNow

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