Company Overview
We are a talent acquisition and staff augmentation firm, and we are currently hiring on behalf of one of our clients. Our client is looking to onboard Service Desk Engineers across multiple locations in India that can be offered on a full-time or contractual basis, depending on the candidate’s preference and eligibility.
Job Summary
We are looking for passionate freshers and early-career candidates who are looking forward to start their career in IT support and service desk operations. The role involves handling day-to-day user queries over calls, emails, and chat, to resolve basic technical issues, and to ensure that every support ticket is tracked and closed within the specified timelines. Candidates need to have pro-active approach, problem-solving skills and good communication skills who are comfortable in talking to end users (including international users).
Key Responsibilities
- Attend incoming calls, emails, and chat requests from end users, including working in rotational shifts as needed.
- Support and communicate with end users based in international locations over the phone in a clear and professional manner.
- Log every support request as a ticket, and classify and prioritize it correctly based on urgency and impact.
- Offer first-level troubleshooting support using knowledge base articles and standard resolution guides.
- Take remote access of a user’s system, where required, to diagnose and fix technical issues.
- Escalate or route tickets to the right support group or third-party vendor when the issue cannot be resolved at the first level.
- Keep track of all open tickets and update their status regularly until they are resolved.
- Proactively update users on the progress of their tickets so they are never left in the dark.
- Verify that the issue is fully resolved with the user before closing the ticket, and ensure closure happens within the defined SLA.
Required Skills
- Strong verbal and written communication skills in English.
- Good listening and comprehension skills to understand user issues accurately, including over the phone.
- Basic technical/analytical ability to identify the root cause of common IT issues.
- A customer-first attitude with patience to handle repetitive or high-pressure situations.
Technical Requirements
- Should have working knowledge of troubleshooting on Windows operating systems (XP, 7, 10, and 11).
- Should understand how to install, configure, and uninstall desktop applications.
- Should have ability to support business applications by following standard operating procedures (SOPs).
- Should have hands-on exposure (academic or practical) to remote troubleshooting of desktop and application issues.
- Should be aware of of disk management, disk encryption, and wireless network configuration.
- Should be able to monitor system availability and utilization, and carry out startup/shutdown steps as per SOPs.
- Should be familiar with installing and configuring email clients and resolving common connectivity issues.
Education
- Graduates or final-year students from any stream are welcome to apply.
- No prior work experience is required this role is open to freshers.
Submit Resume at dp@digitalxnode.com
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