Help Desk Expert

2 weeks ago

Vizag, Andhra Pradesh, India beBeeSpecialist Full time ₹ 14,00,000 - ₹ 22,00,000
Service Desk Specialist Role Overview

We are seeking a highly skilled Service Desk Specialist to join our team.

The ideal candidate will have a proven track record of providing top-notch technical support and resolving incidents efficiently.

In this role, you will be responsible for managing service requests, incidents, and changes using ITSM tools.

  • Main Responsibilities:
  • Providing first-level technical support and resolving incidents efficiently.
  • Managing service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
  • Supporting user onboarding, access provisioning, and basic resource requests.
  • Monitoring system health and generating service performance reports.
  • Guiding users through self-service portals and support documentation.
  • Coordinating with escalation teams for complex issue resolution.
  • Ensuring compliance with SLAs and service quality standards.

To succeed in this role, you will need:

  • Required 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.

You will also need:

  • Key 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 we value include:

  • ITIL Foundation
  • Google Cloud Digital Leader or Associate Cloud Engineer

About working with us:

  • Fast-paced and collaborative work environment.
  • Opportunities to work with global teams and cutting-edge technologies.
  • Continuous learning and certification support.
  • Flexible work arrangements and a strong focus on work-life balance.

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