IT Service Desk Specialist

3 weeks ago

Bengaluru, Karnataka, India eJAmerica Full time
Immediate to 15 days Joiners Only

Location -Bangalore

US Time shift

Key Responsibilities:

- Manage Tier 1 help desk tickets through the company's internal ticketing system.
- Troubleshoot common IT issues and provide support for O365, client applications, and daily operating environments using available tools.
- Perform basic Windows administration tasks, including password resets, email backups, Outlook synchronization issues, and file/folder management.
- Diagnose and resolve basic network connectivity and printer-related issues.
- Escalate complex technical problems to Technical Support Specialist II or appropriate resolver groups.
- Ensure timely resolution by following up on outstanding requests.
- Document all troubleshooting steps and contribute to the knowledge base.
- Adhere to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection.
- Minimize user downtime by providing accurate communication and efficient issue resolution for unscheduled outages.
- Work within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred.
- Maintain regular communication with IT management through timely operational reporting and collaborate with team members on support issues and needs assessments.

Qualifications & Skills:

- 3–4 years of experience in customer service or a help desk role.
- Strong troubleshooting skills for Windows OS, O365, and common IT issues.
- Basic understanding of network connectivity and printer troubleshooting.
- Ability to document resolutions and contribute to a knowledge base.
- Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows.
- Excellent communication skills and a proactive approach to issue resolution.

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