Service Desk Technician

Job Opportunity: Service Desk Technician

Location: Bangalore, Karnataka, India

Employment Type: Full-Time

Company Overview:

AVASO Technology is a global leader in providing IT solutions and services, specialising in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you're a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.

Position Overview:

We are seeking a proactive and customer-focused Technical Service Desk Technician to serve as the first point of contact for our employees' IT inquiries. You will be responsible for providing timely and effective technical assistance, primarily resolving common issues like password resets, software installation, and basic hardware troubleshooting. The ideal candidate is a patient problem-solver with excellent communication skills and a passion for helping others.

Key Responsibilities:

• First-Line Support: Provide first-contact resolution for incoming incidents and service requests via phone, email, and chat.
• Incident Management: Accurately log, categorise, prioritise, and track all incidents and requests in the IT service management (ITSM) tool.
• Common Issue Resolution: Efficiently diagnose and resolve a high volume of basic technical issues, including but not limited to:
• Password resets and account unlock for various systems (Active Directory, Office 365, etc.).
• Basic software installation, configuration, and troubleshooting (Microsoft Office, browsers, antivirus, etc.).
• Printer and peripheral device setup and connectivity issues.
• Basic network connectivity troubleshooting (Wi-Fi, VPN, wired connections).
• Guidance on how to use standard company applications and hardware.
• Escalation Management: Identify, document, and promptly escalate complex issues to Level 2 or 3 support teams with clear and detailed notes.
• Knowledge Base: Contribute to and utilise the internal knowledge base to ensure consistent and accurate solutions. Document recurring issues and their resolutions.
• Customer Service: Deliver exceptional customer service, ensuring all users are treated professionally and with empathy. Communicate technical information in a clear and understandable manner to non-technical staff.
• User Account Management: Assist with basic user account lifecycle processes (onboarding, transfers, offboarding) under supervision.

Qualifications & Experience

Required:

• High school diploma or equivalent.
• 6+ months of experience in a customer service or technical support role (can include internships or relevant academic projects).
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with common operating systems (Windows 10/11, macOS) and Microsoft Office 365 Suite.
• Except for written and verbal communication skills.
• Strong customer-oriented attitude and a calm, patient demeanour under pressure.

Preferred (a plus, but not required):

• An associate or bachelor's degree in information technology, Computer Science, or a related field.
• Professional certification such as CompTIA IT Fundamentals (ITF+), Microsoft 365 Fundamentals (MS-900), or similar.
• Hands-on experience with a ticketing system (e.g., ServiceNow, Zendesk, Jira Service Management).
• Basic knowledge of Active Directory for user account management.
• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP).

Key Competencies

• Problem-Solving: Ability to methodically diagnose issues and apply logical solutions.
• Active Listening: Ability to understand the user's problem and ask the right questions.
• Adaptability: Ability to handle a high-paced environment and quickly learn new technologies.
• Teamwork: Collaborates effectively with other team members to resolve issues.
• Reliability: Punctual, manages time effectively, and follows through on commitments.

Working Conditions

• This position is typically based in an office environment in Bangalore at the client location.
• May require sitting for extended periods and looking at a computer screen.
• May be required to work in shifts

How to Apply:

Ready to take your career to the next level? Apply now by clicking the "Easy Apply" button or send your resume to rohit.dhiman@avasotech.com

AVASO Technology is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement

AVASO Technology Solutions (referred as "AVASO") do not discriminate against any employee or applicant for employment based on race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. AVASO is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavours. All employment decisions are based on qualifications, merit, and business need.