Executive - Service Delivery

Microland; Pune District; On-site; INR 200,000 - 420,000; Full time

Job summary

Microland in Pune is seeking an IT Helpdesk Associate to handle first-line support, logging queries, and guiding solutions per SOP. This role focuses on swift fault resolution and proactive network monitoring to maintain SLA compliance.

The ideal candidate demonstrates strong behavioral skills, basic English proficiency, and a customer-centric mindset. Training will cover IT operations procedures and second-line support escalation as needed.

Qualifications

• Help Desk-Log and keep records of customer/employee queries and advise on solution as per the SOP
• Fault Resolution-Test and fix faulty equipment
• Network-Proactively monitor Customer Networks using the appropriate Tools and respond to Alarms within SLA.
• Applications-L1 support for all application related issues

Responsibilities

• Log and track customer/employee queries and advise solutions per SOP
• Test and fix faulty equipment
• Proactively monitor customer networks using appropriate tools and respond to alarms within SLA
• Provide L1 support for all application related issues

Skills

Behavioral

Language Proficiency

English

IT Technical Support

Second Line Support

IT Operations Management

Operational Procedures

Customer Centricity

Aptitude

Tasks Related Skills

Education

Any Graduate

Job description

Education Qualification

Any Graduate

Skills

• Primary -> Behavioral | Language Proficiency | English | 2 - Knowledgeable
• Secondary -> Technology | IT Technical Support Activities | Second Line Support | 2 - Knowledgeable
• Secondary -> Functional | IT Operations Management | Operational Procedures | 1 - Aware
• Tertiary -> Behavioral | Microland Skills | Customer Centricity | 2 - Knowledgeable
• Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 2 - Knowledgeable

Certification

Technology | IT Certifications | Any Certification

Skill Required

• Help Desk-Log and keep records of customer/employee queries and advise on solution as per the SOP
• Fault Resolution-Test and fix faulty equipment
• Network-Proactively monitor Customer Networks using the appropriate Tools and respond to Alarms within SLA.
• Applications-L1 support for all application related issues