Job Overview
Role: Helpdesk Associate (Troubleshooting) Location: Bengaluru Experience: 0-0 Qualification: University education (B.E/B.Tech/B.Sc or Any Degree) Key Skills: IT Support, Troubleshooting, Microsoft OS, ITSM, Microsoft Office
Job Description
The team is looking for a Helpdesk Associate to advise and assist users over phone, chat, and email. You will solve problems related to hardware, software, networks, and peripherals using available technology and internal processes. The role involves screening, diagnosing, researching, and resolving user issues while documenting service requests in the ITSM (IT Service Management) tool. You will act as a liaison between customers and internal departments to ensure accurate and timely resolution of system problems.
Roles and Responsibilities
- Issue Management: Manage customer interactions and record reported issues in the ITSM tool.
- Troubleshooting: Identify issues, apply fixes, and investigate root causes using internal instructions.
- Technical Guidance: Provide guidance in identifying, prioritizing, and resolving problems via telephone and email.
- Diagnosis: Screen, refer, and diagnose internal inquiries and work requests relating to PC maintenance.
- Coordination: Act as a liaison between customers and departments to ensure maximum uptime for users.
- Advisory: Advise users on the interpretation of IT policies, capabilities, and limitations.
Skills and Eligibility Criteria
Educational Background: University education, preferably a Technical Degree (B.E/B.Tech/B.Sc) or Any Degree.
Experience: Freshers / Experienced.
Mandatory Technical Skills:
- Awareness of Microsoft Operating Systems (Local and Hybrid administration)
- Knowledge of Microsoft Office family applications
Competencies:
- Excellent communication and customer service skills (Fluency in English is mandatory)
- Willingness to work in shifts if required
- Experience providing Hybrid (Office and Remote) IT support (Advantage)
- Microsoft certifications are preferred