Help Desk Support Manager

18 hours ago

Kozhikode, Kerala, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 15,00,000
IT Service Support Specialist

The primary function of this role is to provide technical support and maintain a high level of customer satisfaction. The successful candidate will have strong communication skills, the ability to work in a fast-paced environment, and a keen sense of problem-solving.

Key Responsibilities:
  • Provide first-level technical assistance to users, ensuring timely resolution of technical issues.
  • Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
  • Support user onboarding, access provisioning, and basic resource requests.
  • Monitor system health and generate service performance reports.
  • Guide users through self-service portals and support documentation.
  • Coordinate with escalation teams for complex issue resolution.
  • Ensure compliance with SLAs and service quality standards.
Requirements:
  • At least two years of experience in IT service desk, help desk, or technical support.
  • Hands-on experience with cloud services support (preferably GCP).
  • Proficiency in ITIL framework and service management processes.
  • Strong troubleshooting skills in application and infrastructure support.
  • Familiarity with remote support tools and basic system monitoring.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Bachelor's or Master's degree in a relevant field.
Certifications (Preferred):
  • ITIL Foundation (Required)
  • Google Cloud Digital Leader or Associate Cloud Engineer

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