IT Support Expert

2 days ago

Agra, Uttar Pradesh, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 22,00,000

Job Title: Senior Service Desk Agent

Description:

  • We are seeking a seasoned technical professional to join our team as a Senior Service Desk Agent. As a senior point of contact, you will provide IT support to our global user base via phone, email, and chat, with a calm, confident, and user-centered approach.
  • You will troubleshoot and resolve complex technical issues involving hardware, software, networking, and enterprise applications, and own and drive resolution for high-impact and escalated issues.
  • This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving.

Key Responsibilities:

  • Serve as a senior point of contact for IT support requests, providing guidance to users across varying levels of technical literacy.
  • Troubleshoot and resolve technical issues, adapting communication style accordingly.
  • Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Champion service standards, driving consistency and accountability across the team.

Requirements:

  • 3+ years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.

Benefits:

  • Opportunity to work with a global 24x7 team.
  • Contribute to a support experience that is scalable, user-focused, and relentlessly improving.
  • Professional development opportunities.

Preferred Qualifications:

  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.

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