Helpdesk engineer/ ecosystem partner support

Visara Human Capital Services; Bengaluru; On-site; INR 300,000 - 480,000; Full time

Job summary

Visara Human Capital Services is seeking a dedicated L1 IT Support Analyst in Bengaluru to handle first-line helpdesk support. You will log incidents, perform basic troubleshooting for Windows, Outlook, and MS Office, and ensure SLA adherence in a 24x7 environment.

You will work via calls, email, and chat, coordinate with vendors, and maintain comprehensive ticket documentation while following SOPs and KBAs.

Qualifications

• BE/B.Tech/BSc (Electronics/IT) / MSc / MCA or equivalent.
• ITIL V3/V4 Foundation (trained/preferred).
• Strong written and verbal communication skills.
• Language proficiency: Hindi and English (Mandatory).
• Good working knowledge of MS Office tools.

Responsibilities

• Provide L1 support for incidents and service requests via calls, email, and chat.
• Log, track, and manage tickets using ITSM tools with proper categorization and prioritization.
• Perform basic troubleshooting for Windows OS, Outlook, MS Office, connectivity, and enterprise applications.
• Execute tasks as per SOPs and knowledge base articles (KBAs).
• Run diagnostic checks and resolve hardware/software issues at first level.
• Install and support IT hardware and peripherals for end users.
• Ensure SLA adherence through timely resolution or escalation to L2/L3 teams.
• Perform event monitoring and tracking for reported issues.
• Redirect issues to appropriate teams using skill-based routing.
• Maintain ticket lifecycle management, including updates, follow-ups, and closures.
• Prepare activity and incident reports and highlight recurring issues.
• Coordinate with vendors and internal teams for issue resolution.
• Maintain proper documentation, logs, and shift handovers.
• Stay updated with system changes, updates, and new processes.

Skills

Communication skills

Customer handling

Analytical skills

Troubleshooting

Coordination

Documentation

Interpersonal skills

Attention to detail

Education

BE/B.Tech/BSc (Electronics/IT)/MSc/MCA

Tools

ITSM tools

MS Office

Call tracking applications

Job description

Role Overview

Responsible for providing first-level IT support and helpdesk services, ensuring

timely resolution of user issues and efficient ticket handling. The role focuses on end-

user support, incident logging, basic troubleshooting, and maintaining service quality in

a 24x7 operational environment.

Key Responsibilities

• Provide L1 support for incidents and service requests via calls, email, and chat
• Log, track, and manage tickets using ITSM tools with proper categorization and prioritization
• Perform basic troubleshooting for Windows OS, Outlook, MS Office, connectivity, and enterprise applications
• Execute tasks as per SOPs and knowledge base articles (KBAs)
• Run diagnostic checks and resolve hardware/software issues at first level
• Install and support IT hardware and peripherals for end users
• Ensure SLA adherence through timely resolution or escalation to L2/L3 teams
• Perform event monitoring and tracking for reported issues
• Redirect issues to appropriate teams using skill-based routing
• Maintain ticket lifecycle management, including updates, follow-ups, and closures
• Prepare activity and incident reports and highlight recurring issues
• Coordinate with vendors and internal teams for issue resolution
• Maintain proper documentation, logs, and shift handovers
• Stay updated with system changes, updates, and new processes

Qualifications

• BE / B.Tech / B.Sc (Electronics/IT) / MSc / MCA or equivalent
• ITIL V3/V4 Foundation (trained/preferred)
• Strong written and verbal communication skills
• Language proficiency: Hindi and English (Mandatory)
• Good working knowledge of MS Office tools

Experience & Skills

• 23 years of experience in IT Service Desk / Helpdesk support
• Experience with call tracking applications and ITSM tools
• Experience in report generation and predefined reporting tools

Technical Skills:

• Knowledge of Windows OS, MS Office, Outlook, and email clients
• Basic understanding of network connectivity issues
• Hands‑on experience with IT hardware and peripherals
• Understanding of ticket lifecycle management and SLA adherence
• Familiarity with ITSM reporting and documentation practices
• Awareness of event monitoring and incident tracking

Preferred

• Exposure to 24x7 support environments
• Experience in vendor coordination and user interaction
• Familiarity with knowledge base management and SOP execution

Key Competencies

• Strong communication and customer handling skills
• Good analytical and troubleshooting ability
• Ability to work in high-pressure, 24x7 environments
• Strong interpersonal and coordination skills
• Attention to detail and documentation discipline