Desktop Support/Service Desk @ Guwahati/Surat/Rajkot

Position: Desktop Support

Location: Guwahati/Surat/Rajkot

Duration: Contract to Hire

• First Point of Contact:

Serve as the initial contact for end-users reporting technical difficulties, providing a courteous, helpful, and friendly support experience.

• Self-Service Support:

Create, update, and maintain self-help resources such as knowledge base articles and documentation to help users resolve their own issues.

• Issue Resolution:

Diagnose and resolve basic hardware and software problems, and provide clear, step-by-step instructions to users on how to fix them.

• Incident Management:

Address, document, and work on incidents assigned to the service desk team using a Service Desk Management application.

• User Account Management:

Perform basic user account management tasks, such as handling user access requests.

• Escalation:

Properly escalate unresolved issues to the appropriate higher-level support teams (L1, L2, etc.) and follow up until resolution.

• Record Keeping:

Maintain accurate records of customer interactions, support issues, and resolutions in the ticketing system for future reference and analysis.

• Adherence to SLAs:

Work in accordance with established Service Level Agreements (SLAs), ensuring that tickets are addressed and resolved within the defined timeframes.

• Professional Development:

Engage in continuous self-training and development to enhance technical skills and knowledge, staying updated on new technologies and tools.

Min 1 year Experience in IT Operations and Infrastructure.

• Communication:

Excellent verbal and written communication skills to interact effectively with users and document issues clearly.

• Technical Skills:

Strong knowledge of Windows and Mac operating systems, Microsoft Office suite, Outlook, and common desktop applications.

• Problem-Solving:

Demonstrated ability to identify, diagnose, and resolve technical issues efficiently.

• Customer Service:

A strong commitment to providing excellent customer service and a high level of user satisfaction.

• ITIL Knowledge:

Familiarity with the ITIL framework and its associated concepts, such as incident management and service catalog management.

• Basic Networking:

Awareness of basic networking concepts, including TCP/IP, DNS, and VPNs.

• Adaptability:

Flexibility to work in a dynamic environment, potentially with rotating shifts and holidays, to ensure continuous support.