Desktop Support Specialist

2 days ago

Alwar, Rajasthan, India beBeeTroubleshooter Full time ₹ 9,00,000 - ₹ 12,00,000

As a seasoned IT professional, you will be responsible for delivering exceptional technical support services to our global customer base. Your expertise in desktop and laptop troubleshooting, as well as your ability to collaborate with global teams, will be essential in ensuring minimal downtime and timely resolutions.

Key Responsibilities
  • Monitor and respond to technical incidents via ticketing systems within predefined service level agreement (SLA) timelines.
  • Perform remote troubleshooting, escalating unresolved issues to senior team members when necessary.
  • Provide round-the-clock technical assistance to users across various time zones, prioritizing their needs and ensuring prompt resolution of issues.
  • Maintain accurate logs of shift activities and handover reports to ensure continuity and transparency.
  • Collaborate with global IT teams to provide coordinated support, sharing knowledge and best practices to enhance overall technical capabilities.
  • Troubleshoot hardware and software issues in both on-site and remote environments, applying expert knowledge to resolve complex problems efficiently.
  • Install, configure, and upgrade operating systems and applications, ensuring seamless integration and optimal performance.
  • Respond to user tickets and resolve issues related to Windows, Mac, or Linux environments, leveraging your proficiency in multiple platforms to deliver comprehensive support.
  • Maintain accurate records of support requests, resolutions, and system updates, providing valuable insights for future improvements.
  • Assist in setting up new systems and user accounts, ensuring smooth onboarding and efficient access to company resources.
  • Collaborate with IT teams to escalate unresolved issues, applying your expertise to drive effective solutions.
  • Ensure timely updates and patches for systems and applications, maintaining the highest standards of security and reliability.
  • Develop and deliver training programs to educate users on basic IT procedures and best practices, promoting digital literacy and self-sufficiency.
  • Maintain accurate inventory of IT assets, ensuring compliance with company policies and optimizing resource utilization.

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