Support Expert

2 weeks ago

Koṭa, India beBeeHelpDesk Full time

Help Desk Specialist OpportunityWe are seeking a dedicated and detail-oriented Help Desk Specialist to join our team.Job Description:The Help Desk Specialist will provide technical assistance to users via phone, email, chat, or ticketing system as first response. This includes monitoring tools, diagnosing and resolving incidents, requests or inquiries, escalating unresolved incidents to higher support levels following escalation protocols, logging all incidents, service requests, and actions in the ITSM system, tracking and following up on open tickets until resolution and closure, maintaining accurate documentation of incidents, troubleshooting steps, and known errors, contributing to the knowledge base and standard operating procedures, identifying recurring issues and proposing preventive solutions, ensuring SLA compliance and high-quality service delivery, participating in continuous improvement initiatives and IT service optimization projects.Required Skills and Qualifications:Excellent 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 will be a plusExpertise 2-3 yearsBenefits:This role offers a competitive compensation package, comprehensive employee benefits, including health insurance, fitness allowances, work-from-home allowances, paid maternity and parental leave, and generous PTO.About Us:We strive to empower and unleash the potential of everyone to ensure that every employee has a path to success. We're committed to Diversity, Inclusion & Belonging, and we're an equal-opportunity employer.],

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