Help Desk Support Specialist
6 days ago
We are seeking a skilled Help Desk Support professional with 3-4 years of experience in customer service or a help desk environment to join our IT support team at the Bangalore office.
The ideal candidate will provide Tier 1 support, troubleshoot common IT problems, and ensure timely resolution of help desk escalations.
Key Responsibilities- Handle Tier 1 help desk escalations through the company's internal ticketing system.
- Troubleshoot common IT problems and maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
- Perform basic Windows administration tasks such as password resets and file and folder administration.
- Conduct basic internet connection troubleshooting to resolve connectivity issues.
- Escalate more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
- Follow up on outstanding requests and ensure timely resolution.
- Fully document all troubleshooting steps and create knowledge base articles of resolutions.
- Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems goals and procedures.
- Follow established standards for documenting tickets, configurations, and standard operating procedures.
- Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
- Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
- Interact with IT management frequently through timely reporting of operational activities, and collaborate with all team members on support issues and needs assessments.
- 3-4 years of experience in customer service or a help desk environment; interest in the IT field is a plus.
- Basic knowledge of Windows administration.
- Basic internet connection troubleshooting skills.
- Strong verbal and written communication skills.
- Excellent problemsolving and troubleshooting abilities.
- Ability to work effectively in a team environment.
- Strong organizational and time management skills.
- High attention to detail and accuracy.
- Shift Requirements: Willingness to work in a 24x7 shift schedule.
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