Help Desk Support
21 hours ago
Role Summary:
Tier 1 Help Desk Analysts are the first point of contact for all IT-related incidents and service requests. They ensure timely logging, classification, and resolution of issues while maintaining high customer satisfaction.
Key Responsibilities:
- Receive, log, and track calls/emails through the ticketing system.
- Perform call logging & recording and ensure accurate web logging of tickets.
- Conduct incident classification, initial investigation, and diagnosis.
- Provide initial troubleshooting and support based on defined knowledge base and SOPs.
- Escalate incidents to Tier 2 or relevant teams when required.
- Ensure proper incident closure, confirming resolution with users.
- Conduct basic trend analysis to identify recurring issues.
- Manage Service Request Catalogue items, including password resets, access requests, and standard configurations.
- Maintain excellent communication and follow-up with end-users.
Skills & Qualifications:
- Diploma/Graduate in IT or related field.
- 2 -4 years of experience
- Strong communication and customer service skills.
- Basic understanding of Windows/Mac OS, MS Office, and common IT applications.
- Ability to follow procedures and document accurately.
Job Type: Full-time
Pay: ₹8, ₹38,086.68 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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