Technical Support Specialist

1 day ago

Gurgaon, Haryana, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878
Support Analyst

This role requires individuals to provide effective troubleshooting and resolution of end-user issues, ensuring adherence to service desk objectives and delivering an excellent customer experience.

  • The successful candidate will act as the primary contact for user support via calls, portals, emails, and chat.
  • The individual must be able to respond to and resolve queries related to commonly-used software, hardware, and other equipment.
  • Accurate logging and tracking of all service desk tickets in defined software is essential.
  • The candidate should ensure compliance with SLAs, TAT, and scorecard metrics as per the Service Level Agreement.
  • Escalation of unresolved issues according to helpdesk policies and framework is a critical requirement.
User Support & Issue Resolution

  • Provide technical assistance to users via various communication channels.
  • Resolve queries and incidents efficiently and effectively.
  • Maintain accurate records of all service desk interactions.
  • Ensure timely and quality delivery of services.
  • Evaluate and improve service delivery processes continuously.
Key Skills & Qualifications

  • Bachelor's degree in Computer Science or related field.
  • At least 1 year of experience in IT support or service desk role.
  • Proficiency in troubleshooting software, hardware, and other IT systems.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
Performance Metrics

  • Timely resolution of incidents and queries.
  • High level of customer satisfaction.
  • Accurate documentation and reporting.

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