Help Desk Support

5 months ago

Noida, India Xetech Pvt Ltd Full time

**First-Level Support**:

- Diagnose and resolve basic hardware, software, and network issues according to established guidelines and procedures.
- Escalate more complex problems to higher-level support tiers or appropriate teams, ensuring accurate documentation of issues.

**Issue Tracking & Documentation**:

- Create clear and concise incident tickets, capturing essential information such as problem description, troubleshooting steps, and preliminary solutions.
- Maintain accurate records of user interactions and solutions provided for future reference and reporting.

**User Communication & Interaction**:

- Communicate technical instructions and resolutions in a simple and understandable manner, catering to users with varying levels of technical proficiency.
- Provide step-by-step guidance to help users navigate through troubleshooting processes.

**Remote Assistance & Troubleshooting**:

- Utilize remote desktop tools to access users' systems and provide real-time assistance, aiming to minimize downtime and disruption.

**Basic Hardware and Software Support**:

- Aid users in resetting passwords, managing accounts, and accessing basic IT resources.

**User Training and Empowerment**:

- Contribute to creating and updating user-facing documentation, FAQs, and knowledge-based articles to empower users to resolve common issues independently.
- Participate in basic user training sessions to improve end-users understanding of fundamental IT tools.

**Customer Satisfaction**:

- Maintain a positive and customer-centric attitude while addressing users' concerns, ensuring their satisfaction with the support provided.

**Collaboration**:

- Collaborate with colleagues in the help desk team to share insights, troubleshoot issues, and ensure smooth operations.
- Communicate effectively with other IT teams for seamless problem resolution and escalation.

**Salary**: ₹10,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid time off
- Provident Fund

Schedule:

- Monday to Friday
- Night shift
- US shift

Supplemental pay types:

- Commission pay
- Performance bonus

Ability to commute/relocate:

- Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**
+91 9310019012

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