Help Desk Support Specialist

2 weeks ago

Vizag, Andhra Pradesh, India beBeeServiceDesk Full time US$ 30,000 - US$ 40,000
Job Title

We are seeking a highly skilled L1 Service Desk Agent to join our team.

The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.

  • Key Responsibilities:
  • Serve as the initial point of contact for all IT-related user issues and requests.
    • Record, categorize, and prioritize incidents in the ITSM/ticketing system (e.g., ServiceNow, ManageEngine).
      • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
        • Reset passwords, unlock accounts, and assist with access-related issues.
          • Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
            • Maintain communication with users to provide status updates and follow-ups.
              • Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
                • Support remote users using remote desktop tools.

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