Information Technology Help Desk

Dear Aspirant,

Apply for the TA will get back to you regarding interview process if your profile is shortlisted.

Please find below details of JD

PRIMARY RESPONSIBILITIES

• Provide Level 1 technical support to end-users via calls, chats, and web tickets.
• Assist users with basic issues related to desktop/laptop hardware, software, OS,

printers, and applications.

• Follow standard troubleshooting steps and document all actions taken in the

ticketing system.

• Provide information to customers regarding IT processes, password resets, how-to

queries, and known issues.

• Escalate unresolved or advanced issues to Level 2 support teams as per defined

guidelines.

• Ensure excellent customer service by maintaining a positive, helpful, and professional attitude. Adhere to shift schedules in a 247 rotational environment (including night shifts).

TECHNICAL SKILLS:

• Basic understanding of Windows 10/11.
• Familiarity with Microsoft Office 365, basic applications, and internet concepts.
• Basic knowledge of networking fundamentals (LAN, Wi-Fi, VPN, IP basics).
• Willingness to learn new tools, technologies, and troubleshooting methods quickly.

EDUCATION & WORK HISTORY:

• Minimum qualification: HSC (Grade 12).
• Diploma or certification in IT/Computer Science (preferred but not mandatory).
• No prior experience required freshers with good technical aptitude are welcome.
• Internship or IT support training experience is an added advantage.

COMMUNICATION SKILLS:

• Good spoken and written English communication skills.
• Ability to listen attentively and understand user issues clearly.
• Clear and neutral accent with polite, professional speech.

OTHER ESSENTIAL SKILLS:

• Strong customer service mindset with patience and empathy.
• Basic call-handling etiquette and ability to remain calm during challenging

interactions.

• Ability to follow instructions, processes, and documentation standards. Positive attitude, willingness to learn, and good team spirit.
• Customer service skills (persuasion, empathy, helpfulness & positive attitude). Good business communication skills (e-mail).

Regards,

Pavani Challa

Pavani.challa@ncrvoyix.com