Infrastructure & Hardware Specialist I

TrueBlue India; Gurugram District; On-site; INR 260,000 - 480,000; Full time

Job summary

TrueBlue India is seeking a customer-focused IT Help Desk professional to support end users on a variety of issues. You will identify, diagnose, and resolve technical problems and document resolutions for future reference.

The role requires strong communication, basic hardware troubleshooting, and familiarity with ServiceNow. You will handle calls, emails, and tickets, and escalate when necessary to ensure timely resolution and adherence to SLAs.

Qualifications

• Excellent communication and customer-handling skills.
• 1 year of experience in a similar role.
• Proficient with ServiceNow ticketing tool.
• Typing speed of at least 45 WPM.
• Proficient in Microsoft products and basic OS troubleshooting.

Responsibilities

• Provide technical assistance and support for incoming queries/calls and issues related to computer systems and software.
• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support.
• Manage one or more customer service tickets and respond to requests.
• Log incidents and service requests and maintain relevant records.

Skills

Communication skills

Customer handling

ServiceNow

Typing 45 WPM

Hardware troubleshooting

Windows OS

Microsoft products

Willing to learn

Tools

ServiceNow

Job description

TrueBlue (NYSE: TBI) is a leading staffing, recruiting, and workforce management company. The company fills individual positions on demand, staffs entire facilities, and manages outsourced recruiting processes and staffing vendor programs for a wide variety of clients. The company's specialized workforce solutions meet clients' needs for a reliable, efficient workforce in a wide variety of industries including-- construction, energy, manufacturing, financial services, pharmaceuticals, transportation, aviation, and energy. TrueBlue assigns as many as 100,000 people to work each day, drawing from a database of hundreds of thousands of candidates, and places more than 250,000 people in permanent positions each year.

ROLE

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personal requests for technical support. Documents, tracks and monitors issues to ensure a timey resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide technical assistance and support for incoming queries/calls and issues related to computer systems and software
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Managing one or more customer service
• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
• Receives and handles requests for service, following agreed procedures
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• During change, acts systematically to respond today by day operational needs and react to them, avoiding 5 service disruptions and maintaining coherence to (SLA) and information security requirements
• Type at least 45 WPM
• Proficient in basic troubleshooting
• Good grasp of Current Operating System functionality
• Proficient with Microsoft products

SKILLS and QUALIFICATIONS:

• Excellent Communication & Customer handling Skills
• Well versed with Service Now ticketing tool
• Willing to learn
• Adhere to TB ITSD guidelines
• Good hands-on Hardware Troubleshooting-Printers, phones, network, desktop setups, etc.
• 1 Years of experience in the similar role