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Service Desk Technician

1 month ago

Thrissur, 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 advanced-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 critical 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
  • Participate in the team's skills development and knowledge management
  • Share your knowledge with the rest of the team
  • Participate in the integration of newcomers or junior technician
  • Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures
  • Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes


Skills and Requirements


  • Minimum of 2-5 years of experience in a technical support or service desk role
  • Proven experience in resolving complex technical issues and providing mentorship to junior staff
  • In-depth understanding of computer hardware, software, and networking concepts
  • Proficiency with Windows and/or Mac operating systems
  • Knowledge of common office software applications (e.g., Microsoft Office Suite)
  • Experience with ITSM tools and ticketing systems (ServiceNow or others)
  • Soft Skills
  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication skills
  • Customer-oriented with a friendly and patient demeanor
  • Leadership abilities and a collaborative team player
  • Certifications: ITIL Foundation or other relevant certifications are a plus