Help Desk Technician

6 months ago

Bengaluru, India TalentNeuron Full time

TalentNeuron is a top-of-the-line HR analytics enterprise software-as-a-service product that utilizes a vast array of public data sets, including profiles, jobs, companies, universities, demographics, and skills. The product leverages cutting-edge cloud, big data, and open source technologies, frameworks, and toolsets. TalentNeuron stands as the world's foremost provider of global talent demand and supply data, offering real-time insights and predictive analytics on the job market, location, and competitive intelligence to assist clients in making informed human capital decisions, streamlining workforce access, and advancing corporate diversity, equity, and inclusion initiatives. Our clients include market leaders like Southwest, Nestle, Verizon, Facebook as well as hundreds of large and midsized enterprise companies, and that list is growing quickly.

As a TalentNeuron Tier 1 Help Desk Technician, you will play a crucial role in providing exceptional technical support and assistance to end-users, ensuring smooth operations with the following technologies: Jira, Confluence, Active Directory, Salesforce, and Office 365. Your primary focus will be on delivering outstanding customer service while troubleshooting, diagnosing, and resolving hardware, software, and network-related issues.

**Key Responsibilities**:
Address and resolve issues related to Jira, Confluence, Active Directory, Salesforce, and Office 365.

**Troubleshooting**: Utilize your expertise in these technologies to diagnose and rectify basic to intermediate technical problems.

Guide end-users through step-by-step solutions and remote assistance, ensuring prompt issue resolution.

**Ticket Management**: Accurately document all interactions and activities within the TalentNeuron ticketing system. Maintain clear and comprehensive records of each support request, including the details of the problem and the steps taken to resolve it.

**Escalation**: Identify complex or unresolved issues and escalate them to Tier 2 or Tier 3 support teams, ensuring smooth handover and efficient resolution of incidents.

**Hardware Support**:Offer technical expertise in troubleshooting hardware-related problems and coordinate the setup, repair, or replacement of devices as required.

Documentation: Contribute to TalentNeuron's knowledge base by creating and maintaining informative articles on common technical issues and solutions related to the supported technologies.

**IT Inventory Management**: Assist in managing and maintaining IT assets, including computers, peripherals, and licensed software, ensuring accurate records for tracking purposes.

**IT Security**:Adhere to TalentNeuron's established security protocols and policies to safeguard company information and systems.

**Requirements**:
High school diploma or equivalent (some roles may require a relevant technical degree or certifications).

Excellent communication skills, both verbal and written, with the ability to convey technical concepts clearly and concisely.

Customer-centric approach with a focus on delivering exceptional support and service.

Familiarity with common operating systems (e.g., Windows, macOS) and productivity software (e.g., Microsoft Office).

Strong problem-solving skills and keen attention to detail.

Willingness to learn and stay up-to-date with advancements in the supported technologies and IT industry trends.

Ability to multitask and prioritize tasks efficiently within a dynamic work environment.

**Note**: As a TalentNeuron Tier 1 Help Desk Technician, your in-depth knowledge of Jira, Confluence, Active Directory, Salesforce, and Office 365 will be instrumental in providing seamless support to our team and ensuring our employees' continued productivity and success.

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