Information Technology Technical Support | Service Desk

1 week ago

Hyderabad, India Sharp Brains Full time

Job Location: Hyderabad, India

Experience: 1 – 3 years (Even 1 year is also fine)

Service Desk Agent (24x7)

Responsibilities:

  • Act as the first point of contact for users reporting IT issues or requesting services (via phone, email, or chat).
  • Handle inbound and outbound calls professionally, ensuring quick response and resolution for user queries.
  • Log, categorize, and prioritize incidents and service requests in the ITSM tools.
  • Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
  • Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
  • Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
  • Ensure accurate documentation of all user interactions and solutions provided.
  • Follow ITIL-aligned processes such as Incident Management, Request Fulfilment, and Access Management.
  • Maintain awareness of service desk procedures, SLAs, and support protocols.
  • Participate in shift-based rotations to ensure 24x7 coverage where required.
  • Deliver excellent customer care by maintaining a professional, courteous, and empathetic approach to end-user issues.
  • Build trust and maintain strong relationships with users through consistent and clear communication.
  • Assist in identifying recurring issues and contribute to knowledge base updates.

Experience:

  • 1–3 years of experience in an IT support/help desk environment.
  • Prior experience in customer care/call handling (technical or non-technical) is highly desirable.
  • Exposure to ticketing systems (ServiceNow preferred).
  • Experience supporting end-users remotely in a fast-paced environment.

Education:

  • Bachelor’s degree in information technology, Computer Science, or related field.
  • Equivalent work experience may be considered in lieu of formal education.

Skills:

  • Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
  • Excellent troubleshooting and problem-solving abilities.
  • Strong verbal and written communication skills with proven phone etiquette and customer interaction experience .
  • Ability to multitask and handle a high volume of support requests.
  • Customer-focused attitude with a calm and patient demeanor.

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