IT Support Expert

1 day ago

Nashik, Maharashtra, India beBeeCustomer Full time ₹ 17,50,000 - ₹ 25,00,000
Job Description:

Our mission is centered around delivering exceptional, end-to-end IT support. As a Senior Service Desk Agent, you will play a vital role in achieving this goal by providing technical expertise and customer care to our global user base.

This position is part of a reimagined End User Services organization that supports a 24x7 environment. You will be responsible for delivering a scalable, user-focused, and relentlessly improving support experience.

As a senior point of contact, you will receive IT support requests via phone, email, and chat. Your calm, confident, and user-centered approach will make all the difference in resolving complex issues involving hardware, software, networking, and enterprise applications.

Key Responsibilities:
  • Troubleshoot and resolve technical issues using remote support tools and knowledge resources
  • Document all activities in the IT Service Management platform with precision and completeness
  • Mentor and support junior agents by sharing best practices and troubleshooting techniques
  • Use your technical knowledge to create, refine, and review knowledge base articles to improve team consistency and issue resolution quality

In addition to these key responsibilities, you will:

  • Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly
  • Support incident prioritization by assessing urgency, impact, and recurrence trends
  • Champion service standards, driving consistency and accountability across the team

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