Administrator - Service Desk

Microland; Bengaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

Microland in Bengaluru (India) is seeking an IT helpdesk professional to handle incoming calls, emails and chats, and provide first-line troubleshooting across Windows OS and common business applications. You will record and prioritize tickets, guide end users remotely when needed, and coordinate with third-party suppliers to resolve issues within the SLA.

Diploma holders with basic cloud and networking knowledge are encouraged to apply.

Qualifications

• Diploma holder with IT/tech focus.
• Experience in IT helpdesk support.
• Willingness to work rotational shifts.
• Ability to comprehend end users from international locations.
• Knowledge of recording and prioritising tickets.
• Familiarity with SOPs for business applications.
• Basic networking understanding.
• Exposure to remote troubleshooting.
• Foundational cloud basics (AWS/Azure/Google Cloud).

Responsibilities

• Handle incoming calls, emails and chat from users, may require rotational shift.
• Ability to comprehend end users from international locations over the phone.
• Recording, classifying and prioritizing tickets.
• Providing initial support and troubleshooting based on Knowledge Base articles.
• Taking a remote of an end users machine if required while troubleshooting.
• Routing requests to the appropriate support groups/third party suppliers when tickets are not resolved during initial support.
• Monitoring the status and documenting the progress towards resolution of all open tickets.
• Keeping affected users informed about the progress.
• Resolution confirmation and closure of tickets within the SLA.

Skills

Technology

End User Issues

Printer

Scanner

Outlook

MS Office

Applications

Education

Diploma

Tools

Windows OS

Remote Troubleshooting

Job description

Education Qualification :

Diploma

Skills :

Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - Experienced

Certification :

Technology | IT Certifications | HDI Certification | ITIL Foundation

Details:

• 1. Handle incoming calls, emails and chat from the user may require working on rotational shift
• 2. Ability to comprehend end users from International locations over the phone
• 3. Recording, classifying and prioritizing tickets
• 4. Providing initial support and troubleshooting based on Knowledge Base articles
• 5. Taking a remote of an end users machine if required while troubleshooting
• 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
• 7. Monitoring the status and documenting the progress towards resolution of all open tickets
• 8. Keeping affected users informed about the progress.
• 9. Resolution confirmation and closure of tickets within the SLA

Technical Skills:

• 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• 2. Understanding of desktop applications, installation and uninstallation
• 3. Ability to support users in business applications based on SOP s
• 5. Troubleshooting Desktop/Application remotely
• 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
• 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• 8. Ability to Install and configure email client, troubleshoot connectivity issue

Backup and Recovery:

• 1. Technical understanding of native backup management tools and different types of backups.
• 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
• 3. Basic Networking

Desired Skills:

Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)