IT Help Desk Coordinator

24 hours ago

Pune, Maharashtra, India Enhancor Services Full time US$ 90,000 - US$ 1,20,000 per year

Role & responsibilities:

  • Flexibility to work in US shift is essential.
  • Efficiently triage, log, and prioritize support tickets in accordance with established procedures.
  • Ensure all tickets are resolved in a timely manner, adhering to service level agreements (SLAs).
  • Communicate effectively with users to provide updates and solutions to their issues
  • Provide expert technical assistance to employees on a diverse range of software, hardware, and networking issues.
  • Troubleshoot and resolve problems with user devices, including desktops, laptops, printers, and other peripherals.
  • Deliver high-quality support via various channels such as phone, email, and chat.
  • Manage and administer Microsoft 365 applications and services, including Exchange Online, OneDrive for Business, Microsoft Teams, and other collaboration tools.
  • Support users with issues related to Microsoft 365 services, including account management, access permissions, and feature functionality.
  • Monitor and maintain the health of Microsoft 365 services to ensure optimal performance.
  • Provide support for common software applications used within the company, such as Outlook, Microsoft Teams, and Zoom.
  • Assist with software installation, configuration, and troubleshooting to ensure smooth operation and integration with other systems.
  • Set up, configure, and maintain user workstations, laptops, printers, and other networkconnected devices.
  • Diagnose and resolve issues with printers, copiers, scanners, and other office equipment.
  • Ensure that all hardware and peripherals are functioning correctly and are up to date with the latest software and drivers.
  • Perform routine software updates and installations to maintain system performance and security.
  • Perform regular virus, spyware, and adware scans to ensure the security and integrity of company systems and data.
  • Implement and monitor security measures to protect against potential threats and vulnerabilities.
  • Utilize diagnostic techniques and remote tools to troubleshoot and resolve issues for users who are working off-site or in remote locations.
  • Provide clear instructions and guidance to users during remote troubleshooting sessions.

Preferred candidate profile:

  • Bachelor's degree in information technology, Computer Science, or Related Field.
  • 4-6 years experience as Help Desk/Call Center/IT Technician.
  • Proven experience in an IT support role, with a strong understanding of software, hardware, and networking concepts.
  • Proficiency in managing and supporting Microsoft 365 applications and services.
  • Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
  • Strong communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience with remote troubleshooting tools and techniques.
  • Knowledge of virus, spyware, and adware protection and removal processes.
  • Ability to work independently and manage multiple priorities effectively.

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