Associate - Service Desk ( SD1 )

Microland Limited; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Microland Limited is seeking an entry-level IT helpdesk specialist to assist users via calls, emails, and chat, with potential rotational shifts. The role covers basic troubleshooting on Windows OS and desktop applications, ticket recording, prioritization, and initial support guided by a knowledge base.

You will also contribute to the knowledge base and may assist remote support as needed. Strong communication and willingness to learn are essential, with focus on timely ticket closure and

Qualifications

• Bachelor’s degree or diploma in computer science, IT, or equivalent.
• Familiarity with Windows OS and desktop applications.

Responsibilities

• Handle incoming calls, emails, and chat from users; some shifts may be rotational.
• Understand end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshoot using Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Remote support of end users’ machines when required during troubleshooting.
• Route requests to appropriate support groups or third-party vendors when tickets are not resolved.
• Monitor status and document progress toward ticket resolution.
• Keep affected users informed about progress; escalate when necessary.
• Ensure ticket closure within SLA.
• Attend trainings and complete certifications for set competencies.

Skills

Behavioral | Aptitude|Communication

Technology | Windows OS/Desktop Apps

Process | IT Service Management/Server

Education

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

Job description

Education Qualification

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

Primary Skills

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

Secondary Skills

• Behavioral | Aptitude|Communication | 1 - Aware
• Functional | Customer Support | 1 - Aware
• 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)