Help Desk Support Specialist

3 weeks ago

Mumbai, India Supportwave Full time

IT Helpdesk Support - Tier 1


Type:

Hybrid - 2-3 days in office, 12 Month Contract

Location:

501, Gundecha Solitaire, W.E. Highway, Borivali East, Mumbai, 400066

Salary:

₹8.25 lakhs per annum

Start Date:

1 November 2024


Please submit your resume and complete the following form:


Job Overview:

Our client is seeking a proactive, energized, and dynamic Tier 1 IT Helpdesk Support professional with a great attitude and a passion for delivering an exceptional end-user experience. The ideal candidate will be experienced in providing first-line technical support, troubleshooting, and issue resolution for all employees, ensuring optimal operation of IT systems and services. You will be expected to work well under pressure, responding quickly to production issues and finding meaningful workarounds until permanent solutions can be implemented. The role requires someone with excellent communication, customer service skills, and the ability to work both as part of a team and independently.


Standard Working Hours:

As per regional requirements.

Key Responsibilities:

Technical Support & Troubleshooting:

  • Serve as the first point of contact for IT-related issues via phone, email, or ticketing system, ensuring timely and friendly service.
  • Troubleshoot and resolve basic IT issues related to hardware, software, network connectivity, and user accounts with excellent customer-facing skills.
  • Assist users with day-to-day IT support, such as password resets, software installations, and device setup, maintaining a strong focus on customer satisfaction.
  • Use ticketing systems to track, prioritize, and resolve issues, ensuring proper documentation in knowledgebase tools.
  • Provide remote support to users and leverage remote desktop tools to troubleshoot issues efficiently.

Systems & Network Monitoring:

  • Monitor IT systems, networks, and software applications for performance and availability, addressing issues proactively to minimize downtime.
  • Assist with network troubleshooting, such as Wi-Fi and VPN access issues, particularly for remote users.
  • Maintain and update the IT asset inventory, tracking hardware, software, and licensing.

Collaboration & Vendor Coordination:

  • Work closely with the IT team and other departments to ensure the smooth delivery of IT services.

Training & Documentation:

  • Provide basic IT training and support to end users on company systems, software applications, and best practices to ensure a high level of service.
  • Assist in creating and updating user guides, FAQs, and other technical documentation to improve the user experience.

Security & Compliance:

  • Adhere to IT security protocols and follow best practices to protect sensitive data and ensure compliance with company security policies.
  • Assist in monitoring endpoint security systems, including antivirus and patch management, ensuring they are up to date.


What You Will Need (Minimum Qualifications):

  • Proven experience in a customer support role, preferably in an IT service desk environment.
  • Experience with ticketing systems, knowledgebase tools, and remote support tools.
  • Minimum 3 years of experience in a technical support or helpdesk role, ideally in a fast-paced environment.
  • Strong technical knowledge of Windows and macOS operating systems.
  • Familiarity with Microsoft 365, Azure, and cloud-based collaboration tools.
  • Basic understanding of networking principles, including TCP/IP, DNS, and VPNs.
  • Excellent troubleshooting and diagnostic skills, with a passion for solving IT problems.
  • Strong interpersonal and communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
  • Ability to manage multiple support requests simultaneously and prioritize tasks effectively.
  • A customer-focused mindset with a commitment to providing high-quality IT support.
  • Strong problem-solving skills and the ability to work independently or as part of a team.

Preferred Qualifications (Nice to Have):

  • Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent.

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