Service Desk

3 weeks ago

Pune, Maharashtra, India Manning Consulting Full time
Job Description

- Act as the first point of contact for IT-related queries and issues raised by users.
- Log, track, and manage incidents and service requests in the ticketing system.
- Troubleshoot and resolve technical issues related to hardware, software, networks, and applications.
- Escalate unresolved incidents to higher-level support teams as per SLA guidelines.
- Provide remote and on-site assistance to ensure minimal downtime for users.
- Maintain updated knowledge of IT policies, systems, and troubleshooting procedures.
- Ensure high levels of customer satisfaction by delivering prompt and effective support.
- Prepare and maintain support documentation, FAQs, and troubleshooting guides.
- Work in shifts, including weekends or holidays, as per operational requirements.

Requirements:

- 1 to 6 years of experience in IT service desk or technical support role.
- Strong knowledge of Windows/Mac OS, MS Office, basic networking, and commonly used applications.
- Familiarity with ITIL processes is an added advantage.
- Excellent problem-solving skills and ability to work under pressure.
- Strong verbal and written communication skills.
- Customer-focused with a proactive and professional approach.

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