Help Desk Expert

6 days ago

visakhapatnam, India beBeeSupport Full time

Technical Support SpecialistAt the forefront of technology, we strive to unlock human potential.The Technical Support Specialist will provide first-level technical assistance to users via phone, email, chat, or ticketing systems. They will monitor and diagnose incidents, requests, or inquiries, and escalate unresolved issues to higher support levels following established protocols.Log all incidents, service requests, and actions in an IT Service Management (ITSM) system.Track and follow up on open tickets until resolution and closure.Maintain accurate documentation of incidents, troubleshooting steps, and known errors.Contribute to the knowledge base and standard operating procedures.Identify recurring issues and propose preventive solutions.Ensure Service Level Agreement (SLA) compliance and high-quality service delivery.Participate in continuous improvement initiatives and IT service optimization projects.Key Responsibilities:Provide timely and effective technical support to users.Monitor and diagnose technical issues, identifying root causes and implementing corrective actions.Escalate complex issues to senior technicians or specialized teams as needed.Collaborate with cross-functional teams to resolve technical issues and improve overall service delivery.Stay up-to-date with new technologies and advancements in the field, applying this knowledge to improve technical support services.

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