IT Support Specialist

2 weeks ago

kochi, India beBeeHelpdesk Full time

Job DescriptionAs a Help Desk Analyst, you will be the first point of contact for users experiencing technical issues. Your role will involve providing timely and effective support via phone, email, chat, or ticketing system.You will be responsible for monitoring tools, diagnosing and resolving incidents, requests or inquiries, and escalating unresolved incidents to higher support levels following established protocols.Your tasks will include logging all incidents, service requests, and actions in the ITSM system, tracking and following up on open tickets until resolution and closure, and maintaining accurate documentation of incidents, troubleshooting steps, and known errors.You will contribute to the knowledge base and standard operating procedures, identify recurring issues and propose preventive solutions, ensure SLA compliance and high-quality service delivery, and participate in continuous improvement initiatives and IT service optimization projects.Required Skills and QualificationsExcellent communication and customer service skillsStrong problem-solving and analytical thinkingAbility to work under pressure and manage multiple tasksTeamwork and collaboration with other support levelsHigh attention to detail and documentation accuracyWillingness to learn and grow in IT infrastructure and service managementVocational Training or Bachelor's Degree in Computer Science, Information Systems, or related fieldTicketing tool - Jira Service desk knowledge is an assetBenefitsWe offer competitive pay and comprehensive employee benefits, including health insurance, fitness allowances, work-from-home allowances, paid maternity and parental leave, and generous PTO.Diversity, Inclusion & BelongingWe are an equal-opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at our company are considered without regard to any protected category, including but not limited to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

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