Help Desk Specialist

24 hours ago

Madurai, Tamil Nadu, India beBeeSupport Full time ₹ 10,00,000 - ₹ 10,95,000
Job Summary

We are seeking a highly skilled IT Service Desk Analyst to join our team. As the first point of contact for IT support, you will play a critical role in ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction.

Your primary responsibility will be to provide first-level technical support, resolve incidents efficiently, and manage service requests, incidents, and changes using ITSM tools.

To succeed in this role, you should have excellent communication and customer service skills, as well as strong troubleshooting skills in application and infrastructure support.

  • Main Responsibilities:
  • Provide first-level technical support and resolve incidents efficiently.
  • Manage service requests, incidents, and changes using ITSM tools.
  • 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.

Requirements

To excel in this role, you will need the following skills and qualifications:

  • 2+ 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.

Tech Skills

You will have the opportunity to develop your skills in the following areas:

  • Service Management
  • Technical Support
  • GCP Skills
  • Cloud Computing
  • System Monitoring
  • Troubleshooting
  • ITIL Framework
  • Service Desk Software
  • Self-Service Portals
  • Escalation Procedures
  • Change Management
  • Problem Management
  • Incident Management
  • Customer Satisfaction
  • Communication
  • Teamwork
  • Time Management
  • Adaptability
  • Continuous Learning

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