Hiring For Service Desk , Immediate Joiners with Excellent Comms Skill

Microland; Bengaluru; On-site; INR 300,000 - 460,000; Full time

Job summary

Microland in Bengaluru is seeking a capable IT Helpdesk executive for permanent, office-based work at Eco Space, Bellandur. You will handle incoming calls, emails and chats, provide initial support, and troubleshoot using Knowledge Base articles.

The role involves remote desktop troubleshooting, ticket management within SLA, routing unresolved issues to appropriate teams, and keeping users informed of progress.

Qualifications

• Handle incoming calls, emails and chats and may require rotational shift.
• Ability to comprehend end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting using Knowledge Base articles.
• Take remote control of end users' machines during troubleshooting.
• Route requests to appropriate support groups or third party suppliers.
• Monitor ticket status and progress toward resolution within SLA.
• Keep affected users informed about progress and resolution.

Responsibilities

• Handle incoming calls, emails and chat from users and prioritize tickets.
• Provide initial troubleshooting and remote support based on SOPs.
• Escalate and route unresolved issues to the right teams or vendors.
• Document progress and communicate status to users.
• Close tickets with proper resolution within SLA.

Skills

Call handling

Email & chat support

Remote troubleshooting

Ticketing & SLA

Knowledge Base usage

Windows troubleshooting

Desktop app support

Remote desktop access

Backup & recovery basics

Tools

Remote desktop tools

Email client setup

Disk management

Job description

Role : Permanent

Mode: Work from Office

Location : Eco Space , Bellandur, Bangalore

Details

• 1. Handle incoming calls, emails and chat from the user may require working on rotational shift
• 2. Ability to comprehend end users from International locations over the phone
• 3. Recording, classifying and prioritizing tickets
• 4. Providing initial support and troubleshooting based on Knowledge Base articles
• 5. Taking a remote of an end users? machine if required while troubleshooting
• 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
• 7. Monitoring the status and documenting the progress towards resolution of all open tickets
• 8. Keeping affected users informed about the progress.
• 9. Resolution confirmation and closure of tickets within the SLA

Technical Skills

• 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• 2. Understanding of desktop applications, installation and uninstallation
• 3. Ability to support users in business applications based on SOP?s
• 5. Troubleshooting Desktop/Application remotely
• 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
• 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• 8. Ability to Install and configure email client, troubleshoot connectivity issue

Backup and Recovery

• 1. Technical understanding of native backup management tools and different types of backups.
• 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
• 3. Basic Networking

Desired Skills

Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)