Helpdesk Support Specialist -

NLB Services; Dadri; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

One way Cab for odd hours

Job summary

A prominent service provider in Greater Noida seeks a Service Desk Senior Associate to assist users with hardware, software, and network issues through phone, chat, and email. Candidates should have a minimum of 1 year of experience in IT support, fluency in English, and strong troubleshooting skills. The role involves managing customer interactions, providing technical guidance, and liaising between customers and internal departments. This position requires excellent communication skills and knowledge of Microsoft systems.

Qualifications

• Minimum 1 year experience in IT support.
• Experience with Hybrid IT support is an advantage.
• Awareness of Microsoft Operating Systems and applications.

Responsibilities

• Manage customer interactions and record issues in ITSM.
• Identify and resolve technical problems over phone/email.
• Screen and diagnose internal inquiries related to PC maintenance.
• Act as a liaison between customers and internal departments.

Skills

Excellent communication skills

Fluency in the English language

Troubleshooting skills

Customer service skills

Education

University education (preferably a technical degree)

Microsoft Certifications

Tools

Microsoft Operating Systems

Microsoft Office applications

Job description

Location: Noida Shift: 24/7

Working Days: 5 Shift hours-10 hours of shift(rotational)

One way Cab for odd hours

Process-Non-Voice(Excellent English communication required)

Experience required- Minimum 1 Year

(International Technical support-voice/blended)

Role Overview

The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime for all users.

Roles & Responsibilities

• Manages customer interactions & records reported issues in the ITSM
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance for identifying, prioritizing, and resolving problems by telephone and email.
• Screens, refers and diagnoses internal inquiries and work requests related to PC maintenance
• Participates in a supportive role by acting as a liaison between customers and internal departments to ensure that all on-line systems... Problems are resolved accurately and promptly.

Key Skills

• Ideally, a University education (preferably a technical degree) or Microsoft Certifications
• Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Excellent communication and customer service skills
• Fluency in the English language