IT Support Specialist

1 day ago

Kannur, Kerala, India beBeeCloud Full time ₹ 9 - ₹ 12

Are you looking to kick-start your career in IT support and contribute to the success of our clients?

Your Role
  • As a Service Desk Analyst, you will be responsible for providing timely and efficient technical support to users, resolving incidents and maintaining high levels of customer satisfaction.
  • You will manage service requests, incidents, and changes using ITSM tools, ensuring seamless support across various IT functions.
  • Additionally, you will support user onboarding, access provisioning, and basic resource requests, guiding users through self-service portals and documentation.
  • You will monitor system health, generate performance reports, and coordinate with escalation teams for complex issue resolution.
  • Lastly, you will ensure compliance with SLAs and service quality standards, driving continuous improvement in service delivery.
Key Responsibilities
  • Provide technical support via phone, email, or remote desktop sessions.
  • Manage and resolve incident reports in a timely manner.
  • Assist with the implementation of new technologies and systems.
  • Develop and maintain knowledge base articles to improve first-call resolution rates.
Requirements
  • 2+ years of experience in IT service desk, help desk, or technical support.
  • Proficiency in ITIL framework and service management processes.
  • Familiarity with cloud services support (GCP preferred).
  • Ability to work in a fast-paced environment and prioritize multiple tasks simultaneously.
Technical Skills
  • Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management.
  • Technical Support: User access management, application troubleshooting, remote support, and escalation handling.
  • GCP Skills:
  • Console navigation and basic resource management.
  • IAM role assignments and access control.
  • Compute Engine and Cloud Storage support.
  • Monitoring dashboards and alert triage.
  • Billing usage analysis and cost monitoring.
Certifications (Preferred)
  • ITIL Foundation (Required).
  • Google Cloud Digital Leader or Associate Cloud Engineer.

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