Associate - Service Desk ( SD1 )

Microland Limited; Bengaluru; On-site; INR 250,000 - 500,000; Full time

Job summary

Microland Limited in Bengaluru is seeking an IT Helpdesk/Service Desk professional with a Bachelor’s degree or Diploma in CS/IT. The role involves handling calls, emails, and chat, providing initial support, and using knowledge base articles for troubleshooting.

You may work in rotational shifts and provide remote assistance to international users, while contributing to the knowledge base and ensuring timely ticket resolution.

Qualifications

• Bachelor’s degree/diploma in computer science or IT.
• Experience in handling calls, emails, and chat.
• Ability to troubleshoot using knowledge base articles.
• Willingness to work in rotational shift.

Responsibilities

• Handle incoming calls, emails, and chat from users.
• Record, classify and prioritizing tickets.
• Provide initial support and remote troubleshooting.
• Contributing to Knowledge Base with new articles.
• Taking a remote of an end users’ machine if required while troubleshooting.
• Routing requests to appropriate support groups or third party suppliers when tickets are not resolved during initial support.
• Monitoring the status and documenting progress toward resolution of all open tickets.
• Keeping affected users informed about progress and escalation when necessary.
• Resolution confirmation and closure of tickets within SLA.
• Attend trainings and complete certifications for set competencies.

Skills

Communication

IT Troubleshooting

Windows OS

Customer Support

Remote Support

Education

Bachelor's degree / Diploma in CS/IT

Tools

Ticketing System

Knowledge Base

Remote Desktop

Job description

Education Qualification :

Bachelor’s degree/diploma in computer science or information technology or equivalent

Skills :

• Primary -> Behavioral | Aptitude|Communication | 1 - Aware
• Primary -> Technology | Windows OS/Desktop Apps | 1 - Aware
• Primary -> Process | IT Service Management/Service Desk | 1 - Aware

Skills :

• Secondary -> Behavioral | Aptitude|Communication | 1 - Aware
• Secondary -> Functional | Customer Support | 1 - Aware
• Secondary -> Technology | Basic Network, Basic Datacenter, Security | 1 - Aware

Responsibilities

• Handle incoming calls, emails, and chat from the users. Some account may require working on 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
• Contributing to Knowledge Base with new 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.?
• Escalating the process if necessary?
• Resolution confirmation and closure of tickets within?the SLA?
• Attend trainings and complete certifications for set competencies?

Technical Skills

• Ability to differentiate between different type of IT assets
• Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• Understanding of desktop applications and how do they work, installation and uninstallation
• Ability to support users in business applications based on SOP’s
• Troubleshooting Desktop/Application remotely
• Ability to carry out Disk management, Disk Encryption, Wireless configuration
• Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• Ability to Install and configure email client, troubleshoot connectivity issues
• Ability to troubleshoot calls for printers and copiers locally and remotely
• ?Basic Networking (Protocols/OSI Layers/IP address)

Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain – (For MSP and Enterprise)