Technical Support Specialist

1 week ago

junagadh, India beBeeProblemSolving Full time

Help Desk Analyst Job OpportunityWe are seeking a skilled professional to fill the role of Help Desk Analyst. In this position, you will be responsible for providing technical assistance to users via phone, email, chat, or ticketing system as first response.Key Responsibilities:Provide timely and effective technical support to users via various communication channels.Monitor and supervise monitoring tools to ensure seamless operation.Diagnose and resolve incidents, requests or inquiries in a professional and efficient manner.Evaluate and escalate unresolved incidents to higher support levels following established protocols.Record all incidents, service requests, and actions in the IT Service Management 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 development of knowledge base articles and standard operating procedures.Identify recurring issues and propose preventive solutions.Ensure compliance with Service Level Agreements (SLAs) and deliver high-quality services.Participate in continuous improvement initiatives and IT service optimization projects.Required Skills and Qualifications:Excellent verbal and written communication skills.Strong analytical thinking and problem-solving abilities.Ability to work efficiently under pressure and manage multiple tasks simultaneously.Collaboration and teamwork skills with other support levels.High attention to detail and accuracy in documentation.Willingness to learn and grow in IT infrastructure and service management.Relevant education or vocational training in Computer Science, Information Systems, or related field.Ticketing tool expertise, preferably Jira Service desk.Minimum 2-3 years of experience in a similar role.

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