IT Help Desk Associate

4 weeks ago


Kochi Kerala, India Varishtha Infotech Full time

Greetings from Varishtha Infotech

Position: IT Help Desk Associate

Location: Kochi Infopark

Workdays: Monday to Saturday

Experience: 5+years

Notice period: Immediate

**Responsibilities include**:
Ø Handling Tickets and calls from the users.

Ø Provide remote support to customers, addressing technical issues promptly and professionally.

Ø Update the tickets on time and strictly follow the SLA.

Ø Ability to understand the tickets generated and take necessary action.

Ø L1 Troubleshoot and resolve software and hardware problems related to Windows OS, Office Products, VPN, Network Permissions, Software Installations etc

Ø Assigning tickets to the appropriate internal team for the solution.

Ø Timely acknowledging, handling and resolving the tickets with proper notes in the tickets.

Ø Creation, updating and deactivation of internal users according to the HR Approvals.

Ø Knowledge on Manage Engine Tool to log, track, update and resolve the tickets.

Ø Collaborate with cross-functional IT Teams, including Infrastructure, Application, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure.

Ø Continuous update and maintain knowledge base articles to enable efficient self-service solutions for common problems.

Ø Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner.

Ø Actively participate in Teams Meetings, Training Sessions and Knowledge Sharing Activities to enhance technical skills and stay updated on new technologies.

**Requirements**:
Ø Proven experience as a Support Desk Analyst or in a similar technical support role, preferably in Global Environment **(>5 years of experience).**

Ø Basic knowledge and experience with Office Products, VPN, Network Permissions, Software Installations, Active Directory. Printer Configuration (Local & Network), Shared Folder Permissions etc.

Ø Familiarity with Manage Engine is a plus.

Ø Excellent analytical abilities, problem solving and troubleshooting skills with a customer-centric approach.

Ø Ability to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.

Ø Strong communication and interpersonal skills to collaborate with cross-functional IT Teams and interact with customers from diverse backgrounds and spread across the globe.

Pay: ₹40,000.00 - ₹70,000.00 per month

Shift:

- Day shift

Ability to commute/relocate:

- Ernakulam, Kerala: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Notice period
- Current CTC
- Expected CTC

**Experience**:

- Active Directory: 5 years (required)
- total work: 5 years (required)
- IT Help desk: 5 years (required)
- Office Products: 5 years (required)

Work Location: In person


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