Junior Service Desk Technician

2 days ago

bangalore, India Neurones IT Asia Full time
We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows:
Provide advanced-level technical support to end-users via phone, email, and in-person
Assess and qualify the request
Diagnose and troubleshoot hardware, software, and network issues
Assist with the installation, configuration, and maintenance of computer systems and peripherals
Process and execute demands/resolve incidents following existing procedures
Record, track, and document incidents/service requests using the ticketing system
Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
Escalate critical issues to senior technicians or other appropriate teams when necessary
Provide adapted response to user demand and needs
Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
Follow up with users to ensure issues are resolved to their satisfaction
Participate in the team's skills development and knowledge management
Share your knowledge with the rest of the team
Participate in the integration of newcomers or junior technician
Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures
Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes
Skills and Requirements
Minimum of 4-5 years of experience in a technical support or service desk role
Proven experience in resolving complex technical issues and providing mentorship to junior staff
In-depth understanding of computer hardware, software, and networking concepts
Proficiency with Windows and/or Mac operating systems
Knowledge of common office software applications (e.g., Microsoft Office Suite)
Experience with ITSM tools and ticketing systems (ServiceNow or others)
Soft Skills
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Customer-oriented with a friendly and patient demeanor
Leadership abilities and a collaborative team player
Certifications: ITIL Foundation or other relevant certifications are a plus

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