Role Overview

Responsible for providing first-level IT support and helpdesk services, ensuring timely resolution of user issues and efficient ticket handling. The role focuses on end-

user support, incident logging, basic troubleshooting, and maintaining service quality in a 24x7 operational environment.

Key Responsibilities

- Provide L1 support for incidents and service requests via calls, email, and chat
- Log, track, and manage tickets using ITSM tools with proper categorization and prioritization
- Perform basic troubleshooting for Windows OS, Outlook, MS Office,

connectivity, and enterprise applications
- Execute tasks as per SOPs and knowledge base articles (KBAs)
- Run diagnostic checks and resolve hardware/software issues at first level
- Install and support IT hardware and peripherals for end users
- Ensure SLA adherence through timely resolution or escalation to L2/L3 teams
- Perform event monitoring and tracking for reported issues
- Redirect issues to appropriate teams using skill-based routing
- Maintain ticket lifecycle management, including updates, follow-ups, and closures
- Prepare activity and incident reports and highlight recurring issues
- Coordinate with vendors and internal teams for issue resolution
- Maintain proper documentation, logs, and shift handovers
- Stay updated with system changes, updates, and new processes

Qualifications





- BE / B.Tech / B.Sc (Electronics/IT) / MSc / MCA or equivalent
- ITIL V3/V4 Foundation (trained/preferred)
- Strong written and verbal communication skills
- Language proficiency: Hindi and English (Mandatory)
- Valuable working knowledge of MS Office tools

Experience & Skills
- 23 years of experience in IT Service Desk / Helpdesk support
- Experience with call tracking applications and ITSM tools
- Experience in report generation and predefined reporting tools

Technical Skills

- Knowledge of Windows OS, MS Office, Outlook, and email clients
- Basic understanding of network connectivity issues
- Hands-on experience with IT hardware and peripherals
- Understanding of ticket lifecycle management and SLA adherence
- Familiarity with ITSM reporting and documentation practices
- Awareness of event monitoring and incident tracking

Preferred

- Exposure to 24x7 support environments
- Experience in vendor coordination and user interaction
- Familiarity with knowledge base management and SOP execution

Key Competencies

- Strong communication and customer handling skills
- Good analytical and troubleshooting ability
- Ability to work in high-pressure, 24x7 environments
- Strong interpersonal and coordination skills
- Attention to detail and documentation discipline

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