Key Responsibilities
1. Technical Support:

- Provide first and second-line support for hardware, software, and network issues.
- Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
- Assist users with software installations, upgrades, and troubleshooting.

2. Incident Management:

- Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. Prioritize and escalate incidents as needed to ensure timely resolution.
- Document all troubleshooting steps and solutions in the ITSM tool.

3. Customer Service:

- Respond to user inquiries and issues in a courteous and professional manner.
- Provide clear and concise communication with end-users to understand their technical issues.
- Ensure high levels of customer satisfaction by providing timely and effective solutions.

4. System Maintenance:

- Perform routine maintenance and updates on IT systems and equipment.
- Monitor system performance and security, addressing any vulnerabilities or issues.

5. Knowledge Management:

- Create and maintain technical documentation, including user guides and FAQs.
- Contribute to the knowledge base by documenting recent issues and solutions.




- Share technical knowledge and best practices with team members.

6. Continuous Improvement:

- Identify and suggest improvements to IT processes and workflows.
- Stay up-to-date with the latest technology trends and advancements.
- Participate in training and development opportunities to enhance technical skills.

Qualifications:

Education:

- Bachelor’s degree in information technology, Computer Science, or a related field preferred.
- Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Experience:

- 2+ years of experience in technical support or service desk role.
- Proven experience troubleshooting hardware, software, and network issues.

Skills:

- Strong knowledge of Windows and Mac operating systems.
- Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD).
- Proficiency in using ITSM tools and remote support software.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Ability to work independently and as part of a team

📌 Service Desk Associate (Hyderabad)
🏢 Zelis Healthcare
📍 Hyderabad