Service Desk Technical Support Specialist

3 days ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Title: IT Service Desk Engineer
About the Role:

This is a pivotal position within our organization, responsible for providing technical support to employees globally. The ideal candidate will have exceptional communication skills, a deep understanding of Windows OS, Office 365, and common laptops and user applications, as well as experience with ServiceNow and Active Directory.

Responsibilities:
  • As the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system, provide timely assistance.
  • Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals in a prompt and efficient manner.
  • Maintain accurate and timely updates of all assigned tickets within the ServiceNow system, ensuring seamless workflow.
  • Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and effective communication with the end user.
  • Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
  • Ensure that all service level agreements (SLAs) are met and documented appropriately.
  • Participate in the documentation of technical processes, FAQs, and knowledge base articles.
  • Support IT asset management and inventory processes, ensuring data accuracy and integrity.
  • Provide remote and in-person support as needed, catering to diverse customer needs.
Qualifications:
  • A bachelor's degree is required, preferably in Information Technology or a related field.
  • Minimum of three years of experience in an IT Service Desk or technical support role, with a proven track record of success.
  • Proficient in using ServiceNow for ticketing and ITSM processes, with expertise in workflows and automation.
  • Strong knowledge of Windows OS, Office 365, and common laptops and user applications, with a focus on troubleshooting and resolution.
  • Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and protocols.
  • Experience with Active Directory and basic user management tasks, with attention to security and access control.
  • Excellent verbal and written communication skills, with the ability to articulate complex technical information effectively.
  • Strong customer service orientation, with a commitment to delivering exceptional support experiences.
Preferred Qualifications:
  • ITIL Foundation certification, demonstrating a commitment to industry-standard best practices.
  • Experience with remote support tools, such as RDP, Zoho Quick Assist, and Teams, with proficiency in deployment and implementation.
  • Familiarity with Mac OS and conference room equipment, with adaptability to diverse technologies.
Working Conditions:

The ability to work in rotational shifts for 24x7 support to users globally, with flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

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