Infrastructure & Hardware Specialist I

TrueBlue India; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

TrueBlue India is seeking a diligent IT Helpdesk Analyst to support end users in Gurugram. You will respond to calls and emails, diagnose issues, and document resolutions while maintaining SLA commitments.

Ideal candidates have 1 year of similar experience, strong communication skills, ITIL knowledge, and hands-on hardware troubleshooting. Familiarity with ServiceNow is a plus; attention to detail and willingness to learn are essential.

Qualifications

• Excellent Communication & Customer handling Skills.
• ITIL process knowledge.
• 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.

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.
• Support problem identification.
• 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 interruptionsRecords 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

Excellent communication

Customer handling

ITIL process knowledge

Hardware troubleshooting

Willing to learn

Tools

ServiceNow ticketing tool

Job description

WHO ARE WE?

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.

CONNECTING PEOPLE AND WORK

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
• Support problem identification
• 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 interruptionsRecords 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
• ITIL process knowledge
• 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