Associate Technical Service Desk

Talent'd HR Solutions; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

A technology service provider in Bengaluru is seeking a support specialist to assist users with technical issues and manage service requests. Responsibilities include troubleshooting and resolving common system problems, coordinating support tickets, and contributing to the knowledge base. Ideal candidates will have a high school diploma and less than a year of experience in a support role. This position focuses on delivering efficient first-line assistance and ensuring service level agreements are met.

Qualifications

• Typically less than one year of experience in a related support or technical service role.

Responsibilities

• Provide first-line user support by guiding users.
• Troubleshoot hardware, software, and connectivity issues.
• Escalate complex incidents to resolver teams.
• Coordinate and fulfill end-user service requests.
• Manage support tickets through to resolution.
• Follow Service Desk procedures.
• Contribute to improving the Service Desk knowledge base.
• Deliver outcomes aligned with organizational SLAs.
• Assist with additional assignments and projects.

Education

High school diploma or GED

Job description

This position supports the Service Desk by handling routine technical support tasks and assisting users in resolving common system issues. The role focuses on providing first-line assistance and ensuring service requests are addressed efficiently.

What success looks like in this role

• Provide first-line user support by guiding users through steps required to restore system functionality.
• Troubleshoot hardware, software, and connectivity issues using remote access tools.
• Escalate complex incidents to second- and third-level resolver teams when necessary.
• Coordinate and fulfill end-user service requests, including software installation and user administration tasks.
• Manage support tickets through to resolution and keep users informed about progress and status.
• Follow Service Desk procedures, including desktop, peripheral, connectivity, and security policies.
• Contribute to improving the Service Desk knowledge base.
• Deliver outcomes aligned with organizational service level agreements (SLAs).
• Assist with additional assignments and special projects when required.

Basic Requirements

• High school diploma or GED.
• Typically less than one year of experience in a related support or technical service role.