Voice Support-IT Service Desk Associate

2 days ago

Hyderabad, Telangana, India Bell Techlogix Full time US$ 80,000 - US$ 1,20,000 per year

Job Title: Voice Support-IT Service Desk Associate (Level 1 Service Desk Associate)

Job Description: As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include:

  • Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
  • Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
  • Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
  • Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident.
  • Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
  • Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.

Qualifications:

  • Bachelor's degree in Computer Science or a related field.
  • Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus.
  • Previous experience in a Level 1 Service Desk role or similar IT support position.
  • Proficiency in troubleshooting Windows and/or Mac operating systems.
  • Strong verbal and written communication skills and a customer-oriented mindset.
  • Ability to work under pressure and meet deadlines.

Benefits:

  • Commuter assistance
  • Health insurance
  • Parental Insurance
  • Life Insurance
  • Paid sick time
  • Paternity Leave
  • Provident Fund

Shift:

  • Rotational shift

Work Location: In person

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