Infrastructure & Hardware Specialist I

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

Job summary

TrueBlue India is seeking an entry-level Help Desk Support role to assist end users with computer systems and software issues. The candidate will identify and diagnose problems, document requests, and provide timely resolutions with adherence to SLAs.

Strong communication and basic hardware troubleshooting skills are essential. Role requires practical knowledge of ITIL processes, ServiceNow ticketing, and a willingness to learn TB ITSD guidelines.

Qualifications

• Excellent communication and customer handling skills.
• ITIL process knowledge.
• Proficient with ServiceNow ticketing tool.
• Willing to learn TB ITSD guidelines.
• Hardware troubleshooting—printers, phones, network, desktop setups, etc.
• 1 year of experience in a 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.
• Document, track and monitor issues to ensure timely resolution.
• Escalate unresolved problems to a higher level of support when needed.
• Provide essential online security advice and support.
• Act as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
• Logs incidents and service requests and maintains relevant records.
• Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions.

Skills

Excellent communication

Customer handling

ITIL knowledge

ServiceNow ticketing

Willingness to learn

ITSD guidelines

Hardware troubleshooting

1 year experience

Tools

ServiceNow

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