Service Desk Technician

2 weeks ago

Bengaluru, Karnataka, India Neurones IT Asia Full time

We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows:

  • Provide first-level technical support to end-users via phone, email, and in-person
  • Assess and qualify the request
  • Diagnose and troubleshoot hardware, software, and network issues
  • Assist with the installation, configuration, and maintenance of computer systems and peripherals
  • Process and execute demands/resolve incidents following existing procedures
  • Record, track, and document incidents/service requests using the ticketing system
  • Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
  • Escalate complex issues to senior technicians or other appropriate teams when necessary
  • Provide adapted response to user demand and needs
  • Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
  • Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
  • Follow up with users to ensure issues are resolved to their satisfaction

Skills and Requirements

  • Basic understanding of computer hardware, software, and networking concepts with Max 2 years experience
  • Familiarity with Windows and/or Mac operating systems
  • Knowledge of common office software applications (e.g., Microsoft Office Suite)

Soft Skills

  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication skills
  • Customer-oriented with a friendly and patient demeanor
  • Certifications: ITIL Foundation or other relevant certifications are a plus

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