Service Desk
6 days ago
Job Description Teamware Solutions is seeking a customer-focused Service Desk Analyst to be the first point of contact for all IT-related inquiries and issues. You'll play a vital role in providing essential technical support, troubleshooting problems, and ensuring a positive experience for our users, contributing directly to operational efficiency and user satisfaction. Key Responsibilities - Provide first-line technical support to end-users via phone, email, chat, or ticketing system for IT hardware, software, and network issues. - Log, categorize, prioritize, and track all incoming incidents and service requests accurately within the IT Service Management (ITSM) system. - Perform initial troubleshooting and diagnosis of common IT problems, including password resets, software installations, connectivity issues, and basic hardware diagnostics. - Escalate complex or unresolved issues to appropriate L2/L3 support teams, ensuring smooth handovers and clear communication. - Provide clear, concise, and professional communication to users regarding their IT issues and resolution status. - Contribute to the knowledge base by creating and updating documentation for common solutions and procedures. - Adhere to established Service Level Agreements (SLAs) and operational procedures. Qualifications - Proven experience in a Service Desk, Help Desk, or IT Support role. Skills Required: - Strong customer service skills with a focus on user satisfaction and effective communication. - Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) for ticketing and tracking. - Solid understanding of Windows operating systems, Microsoft Office Suite (Word, Excel, Outlook), and common desktop applications. - Basic knowledge of networking concepts (TCP/IP, Wi-Fi), hardware troubleshooting, and mobile device support. - Excellent problem-solving and analytical skills to diagnose and resolve technical issues. - Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously. - Good written and verbal communication skills. Preferred Skills: - ITIL Foundation certification (v3 or v4). - Experience with remote support tools. - Familiarity with Active Directory for user and group management. - Knowledge of macOS or Linux basic support.
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Chennai, India HCLTech Full timeRole: Service Desk Manager Exp: 15+ years Location: Chennai / Noida JOB Description Service Desk Manager: A Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring efficient and effective support to end-users, and aligning service delivery with business goals. This role acts as the bridge between IT services...
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