IT Service Delivery Expert

6 hours ago

Anand, Gujarat, India beBeeSupport Full time ₹ 9,00,000 - ₹ 13,00,000
Key Role: IT Service Delivery Expert

The position of Senior Service Desk Agent plays a pivotal role in delivering high-quality, end-to-end IT support to a global user base.

As a technical resource and trusted problem solver, you will resolve complex issues and elevate the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving. You bring deep technical knowledge, sound judgment, and a passion for service, helping us shift from reactive support to a proactive, trusted partner for the business.

Responsibilities:
  • Technical Support: Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach.
  • Troubleshooting: Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
  • Issue Resolution: Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
  • Documentation: Document all activities in the IT Service Management platform with precision and completeness.
  • Mentorship: Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
  • Knowledge Base: Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality.
  • Remote Support: Use remote support tools to conduct advanced diagnostics and root cause analysis.
  • User Guidance: Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly.
  • Incident Prioritization: Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Service Standards: Champion service standards, driving consistency and accountability across the team.
  • Process Improvement: Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
  • Collaboration: Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Conferencing Support: Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom.

Requirements:

  • Deep Technical Knowledge: Possess a solid understanding of IT systems, infrastructure, and applications.
  • Problem-Solving Skills: Demonstrate strong analytical and problem-solving skills to resolve complex technical issues.
  • Communication Skills: Exhibit excellent written and verbal communication skills to effectively interact with users and stakeholders.
  • Customer-Centric Approach: Adopt a user-centered approach to deliver exceptional customer experiences.
  • Teamwork and Collaboration: Showcase ability to work collaboratively with cross-functional teams to achieve common goals.

Benefits:

  • Opportunities for Growth and Development: Participate in training programs, workshops, and conferences to enhance technical skills and knowledge.
  • Diverse and Inclusive Work Environment: Join a dynamic team that values diversity, equity, and inclusion.
  • Competitive Compensation and Benefits Package: Enjoy a comprehensive compensation and benefits package that rewards your contributions.

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