IT Support Expert

3 days ago

Kolkata, West Bengal, India beBeeSupport Full time ₹ 15,00,000 - ₹ 20,00,000
Job Summary

As a Senior Service Desk Agent, you play a pivotal role in delivering high-quality IT support to our global user base.

  • Serve as a senior point of contact for IT support requests via phone, email, and chat.
  • Troubleshoot and resolve complex technical issues involving hardware, software, networking, and enterprise applications.

Core responsibilities include owning and driving resolution for high-impact and escalated issues, documenting all activities with precision and completeness, and mentoring junior agents by sharing best practices and knowledge resources.

Key Responsibilities
  1. Resolve technical issues using advanced diagnostics and root cause analysis.
  2. Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  3. Provide guidance to users across varying levels of technical literacy.
Requirements and Qualifications
  • Technical knowledge and sound judgment are essential for success in this role.
  • Strong communication skills and ability to adapt communication style accordingly.
  • Ability to work in a fast-paced environment and handle multiple requests with professionalism and urgency.
Benefits

This role offers the opportunity to be part of a global 24x7 environment and contribute to a support experience that is scalable, user-focused, and relentlessly improving.

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