Role Overview

We are seeking a knowledgeable and ITIL-certified Helpdesk Professional to manage initial technical support requests and ensure efficient service delivery. You will be the first point of contact for users, responsible for diagnosing issues, performing remote troubleshooting, and coordinating with the engineering team to meet strict SLAs.

Key Responsibilities

- Ticket Management : Create, categorize, and assign tickets to available Level 1 engineers within a 15-minute SLA .
- Triage & Routing : Identify user requirements and accurately route requests to the appropriate department.
- Technical Troubleshooting : Perform initial remote troubleshooting, including SSO password resets and basic technical fixes.
- Escalation : Identify unresolved queries and promptly forward them to Level 2 or Level 3 support.
- Quality Control : Follow up with engineers for pending call reports and ensure all tickets have proper documentation before closure.
- Problem Solving :



Determine the best solutions based on the specific issue and details provided by the end-user.

Qualifications & Skills

- Certification : Must be ITIL certified .
- Experience : Proven experience using ticketing tools (e.g., ServiceNow, Jira, or Zendesk).
- Technical Skills : Proficient in remote troubleshooting and basic account management (SSO).
- Efficiency : Ability to work under pressure and meet strict 15-minute assignment deadlines.
- Communication : Robust verbal and written communication for user interaction and internal coordination.

Pay: ₹24,000.00 - ₹25,000.00 per month

Benefits :

- Provident Fund

Ability to commute/relocate:

- Andheri East, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Experience :

- Help desk: 1 year (required)

License/Certification:

- ITIL Certification (required)

Work Location: In person

📌 IT Helpdesk Ticketing (Andheri, Midc, Female) 2 Yrs Above Exp (Andheri East)
🏢 MICRO LINK INFONET
📍 Andheri East