Help Desk Professional

3 days ago

Malappuram, India beBeeSupport Full time

Technical Support SpecialistWe are seeking a Technical Support Specialist to provide first-line technical assistance to users via phone, email, chat, or ticketing system. The role involves monitoring tools, diagnosing and resolving incidents, escalating unresolved incidents, logging all incidents, tracking open tickets, maintaining accurate documentation, contributing to the knowledge base, identifying recurring issues, and ensuring service level agreement compliance.Responsibilities:Provide technical assistance to users via various communication channels as first responseSupervise monitoring tools to ensure timely incident detection and resolutionDiagnose and resolve technical issues, requests, or inquiries in a timely mannerEscalate unresolved incidents to higher support levels following established protocolsLog all incidents, service requests, and actions in the IT Service Management (ITSM) systemTrack and follow up on open tickets until resolution and closureMaintain accurate documentation of incidents, troubleshooting steps, and known errorsContribute to the development of knowledge base articles and standard operating proceduresIdentify recurring issues and propose preventive solutions to improve overall service deliveryEnsure adherence to service level agreements (SLAs) and deliver high-quality service to customersRequirements:Excellent communication and interpersonal skills to interact with users effectivelyStrong problem-solving and analytical thinking to diagnose and resolve complex technical issuesAbility to work under pressure and manage multiple tasks simultaneouslyCollaborative mindset to work with other support teams and stakeholdersHigh attention to detail and documentation accuracy to maintain reliable recordsWillingness 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 assetMinimum 2-3 years of experience in technical support or related field

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