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IT Service Desk Professional

1 week ago

Bengaluru, Karnataka, India HCLTech Full time
About the Role

This role involves providing technical assistance to clients across various geographies. The ideal candidate will have experience in a technical support or service desk role and be familiar with common operating systems, networking concepts, and ITSM tools.

Responsibilities:
  1. Technical Support: Provide first-level support for IT issues, troubleshoot and resolve technical issues, and assist with password resets and account lockouts.
  2. Incident Management: Log, categorize, and prioritize incidents and service requests, escalate unresolved issues, and track and monitor open service requests and incidents.
  3. Software & Hardware Installation and Configuration: Install, configure, and maintain software applications and hardware devices, and assist in setting up new users' accounts and workstations.
  4. Knowledge Base & Documentation: Document troubleshooting steps and solutions, provide self-help guides and FAQs, and maintain accurate records.
  5. Customer Service: Provide excellent customer service, ensure issues are resolved within SLAs, and maintain a professional demeanor.
  6. System Monitoring and Maintenance: Assist in monitoring system performance, conduct routine maintenance tasks, and support software updates and system upgrades.
Requirements

The ideal candidate will have a high school diploma, associate's degree, or relevant certifications, and 1-2 years of experience in a technical support or service desk role.