Service Desk Associate

13 hours ago

Chennai Tamil Nadu, India Bangalore Strategic Solution Full time

Position: Technical Support/Service Desk Agent - Level 1

Location: Chennai

Job Summary:
Key Responsibilities:

- Serve as the primary point of contact for all IT-related inquiries from clients, full-time employees, vendors, and contractors.
- Update ticket statuses regularly and provide timely updates to authorized users regarding the progress of their inquiries.
- Adhere to company policies and procedures while handling support requests, ensuring compliance with established guidelines.
- Identify and categorize incidents accurately, prioritizing them based on urgency and impact on business operations.
- Strive to achieve a high level of customer satisfaction by resolving issues during the initial contact whenever possible.
- Collaborate with team members and other support teams to escalate complex issues as needed and ensure timely resolution.
- Continuously update knowledge base articles and documentation to improve the efficiency of support processes.
- Participate in training sessions and workshops to enhance technical skills and knowledge of company products and services.
- Maintain a positive and professional demeanor when interacting with clients and colleagues, fostering a culture of teamwork and collaboration.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Proven experience in a technical support or service desk role, preferably in a fast-paced environment.
- Excellent communication skills, with the ability to effectively convey technical information to non-technical users.
- Customer-focused mindset with a passion for delivering exceptional service and support.
- Ability to multitask and prioritize tasks effectively in a dynamic work environment.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
- Proficiency in using help desk software and ticketing systems to manage and track support requests.

**Job Types**: Full-time, Permanent

**Salary**: ₹300,000.00 - ₹500,000.00 per year

**Benefits**:

- Health insurance

Day range:

- Monday to Friday

Shift:

- Day shift
- Evening shift
- Fixed shift
- Rotational shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 3 years (preferred)
- total work: 3 years (preferred)

Work Location: In person

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